Common Approaches to Conflict Resolution

• Welcome the existence of the conflict, bring it into the open, and use it as potential for change.

• Separate the person from the problem in an effort to diffuse the emotional component of the conflict by showing respect, listening carefully, and giving all parties an opportunity to express views.

• Clarify the nature of the problem as seen by both parties. Is this the real problem?
  

• Deal with one problem at a time, beginning with the easier issues.

• Listen with understanding (i.e., with interest rather than evaluation). Use the communication skills of listening, reflecting, and clarifying.

• Attack data, facts, assumptions, and conclusions but not individuals (e.g., "I disagree with your assumptions").

• Brainstorm about possible solutions.

• Use objective criteria when possible.

• Invent new solutions where both parties gain.

• Implement the plan.

• Evaluate and review the problem-solving process after implementing the plan.

• Try to identify areas of agreement. Focus on common interests, not positions.