6 Steps To Conflict Resolution

6 Steps to Conflict Resolution

1. Preparation
   Write the assertion message (state the behavior, your feelings, result)
   Set an appointment (uninterrupted time to discuss the issue)
   Timing is important (don’t do it when the receiver is tired, hungry, stressed)
   Select the Place (avoid confrontation in public)
   
2. Sending the Assertion Message
   Get down to business quickly (no small talk)
   Check body language – your body language should demonstrate that you are serious
   
3. Being silent
   Allow the receiver to think about what you said.
   
4. Reflectively Listening to the Defensive Response
   Focus on their feeling
   Avoid being defensive
   
5. Recycling the Process
   Send the identical message again
   
6. Focusing on the Solution
   Come up with a solution
   Don’t insist that the other perosn be cheerful about meeting your needs
   Say “Thanks.”
   Follow up