TAKEAWAY GUIDE

RESOLVING CONFLICT

RESOLVING CONFLICT



THE CONFLICT RESOLUTION PROCESS

1. Create an Effective Atmosphere
a. Neutralize Emotions
b. Set the Time and Place
c. Set the Ground Rules
2. Create a Mutual Understanding
a. Identify Needs for Me, Them, & Us
3. Focus on Individual and Shared Needs
a. Find Common Ground
b. Build Positive Energy and Goodwill
c. Strengthen the Partnership
4. Get to the Root Cause
a. Examine Root Causes
b. Create a Fishbone Diagram
c. Identify Opportunities for Forgiveness
d. Identify the Benefits of a Resolution
5. Build a Solution
a. Create Criteria
b. Create a Shortlist
c. Choose a Solution
d. Build a Plan
TAKEAWAY GUIDE
RESOLVING CONFLICT

NEUTRALIZING EMOTIONS
1. Negative feelings are normal
2. Acknowledge root causes
3. Identify ways to resolve feelings
4. Generate the solution

What Do I Want?
Identify what you want out of the situation. What are you upset about? It’s also effective to think
about what you really need. This will give you some bargaining room during the conflict
resolution process and will increase your chances of getting a favorable result.

What Do They Want?

Next, you need to figure out what the person you’re butting heads with wants. Try to frame this
positively. Explore all the angles to maximize your possibilities for mutual gain.

What Do We All Want?

Now that you’ve identified the wants and needs of both sides, look for areas of overlap. These
will be the starting points for establishing mutual ground.

CHOOSING THE TIME AND PLACE

● Minimize Distractions
● Select a Neutral Location
● Be Conscious of Scheduling

Remember, conflict isn’t necessarily a bad thing. What makes the difference between success
and failure is how you cope with and resolve the conflicts you encounter.