Steps for Resolving Conflict

Each of us comes from a unique perspective. Even if everyone has agreed on a goal or outcome, disagreements may arise. When this happens, it is essential to know how to resolve conflict.

Here are steps for resolving conflict:

• State the nature of the conflict from your viewpoint.
• Identify the facts contributing to the conflict.
• Choose an appropriate conflict management strategy.
• Evaluate the pros and cons of the strategy you choose.
• If you choose to resolve the conflict, schedule a meeting with the person to discuss the situation.
  

Before the meeting:

• Plan what you want to say.
• Define the outcome you want.
• Define what you think the other person wants.
• Are there areas of agreement?

When you meet:

• Acknowledge that a conflict exists.
• Use “I” statements and encourage the other person to also use “I” statements.
• Avoid personal attacks and judgments.
• Ask open-ended questions that require more than “yes” and “no” answers.
• Monitor nonverbal messages.
• State your desired outcome and ask the other person to state their outcome.
• Identify what you want in common – where outcomes and goals overlap.
• Work toward a resolution based on the conflict management strategy you chose.
• Identify the next step.
• Agree to take the next step.
• Set up a follow-up meeting, if necessary.