Conflict Resolution Skill

• Get an agreement to talk
  (“Can we talk about something?”)
• Identify your problem
  (“Here’s my problem…”)
• Help the person identify the problem from the other person's point of view
  (“What do you see as the problem?”)
• Summarize both sides
  (“So you are saying that…and I’m saying that…”)
• Identify what you’d like to have happen
  (“Here’s what I’d like…”)
• Help the person identify what the person would like to have happen
  (“What would you like?”)
• Suggest a solution
  (“How about this…”)