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