Conflict Resolution

“The goal of conflict resolution is not to decide which person is right or wrong; the goal is to reach a solution that fair. Looking first for needs, rather than solutions, is a powerful tool for generating win/win options.”

Conflict Resolution Strategies

1. Define the problem
2. Come together to communicate
3. Establish relationships
4. Evaluate or consider the goal
5. Develop action plan
6. Provide feedback

Suggestions For Effective Communication

When addressing your concerns, the following tips may be useful in facilitating discussion and conflict resolution:

Organize Your Thoughts

• Clearly state the issue or the problem you are experiencing.
• Prepare/obtain supporting documents.

Create

• Make a list of questions or points you would like to make.
• Identify several possible solutions you think would resolve your concern.

Stay Calm; Maintain A Civil Tone

• Focus on the facts, not on the person with whom you are discussing the issue.
• Avoid blaming, demands and “should’s.” Say “I believe?,” “I feel?,” rather than “You should?”

Clarify Rather Than Assume

• If you are not sure about something or what you heard, ask for an explanation or clarification.
• Try to understand the other person’s view of the situation and the solutions they might propose.

Be Flexible

• Recognize that problems can be solved in more than one way.
• Be open to alternative solutions.

Keep Records

• Make notes of meeting dates and times, who you talked to and what was discussed.
• Save copies of letters, forms and other material related to your concern.