[3] Resolving Conflicts
Printable Diagram:  The 7 Steps to Conflict Resolution

Conflict Resolution Click here for a printable copy of this frame to have a quick reference guide on conflict resolution To Resolve a Conflict What to say or do? Why? 1. Calm yourself Take a deep breath, say "relax" Clears thinking, models control 2. Restore order  Take a "Time Out" Stops the fight, contains the damage 3. Hear their stories  "Help me understand your concern." Gathers information, defuses tension 4. Listen carefully Eye contact, don't interrupt Honors the need to be heard 5. Generate solutions  "How could we resolve this?" Moves from accusations to solutions 6. Agree on a solution "Would this work for you?" Moves to resolution, brings closure 7. Test for satisfaction   "Are you sure this will work for you?" Assures clear communication
Key Points to Remember  Be a model of calm and control Don't give in to emotional outbursts Don't assume people are being difficult intentionally Find a quiet place in the store to resolve conflicts....privately Set some ground rules for the discussion: No raising of voices This is not a debate Speak only for yourself..."I" phrases Confront the issues, not the people Maintain or enhance self-esteem

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Recommended Processes:
Why We Click with Some and Clank with Others – DISC Behavioral Profile Session
Resolving Conflict

Recommended Resources:
Leading Style Article
Everything DISC Series