A conflict can be resolved at any level – position, needs, or assumptions. It is best to start from the surface and work your way down.

Assumptions when Using the Conflict Resolution Process

Assume the other person has a valid, reasonable, rational position from his/her point of view. The goal is not to prove him/her wrong but to find a win-win solution to the problem. As well, assume that there is a possible solution that satisfies both of your needs, but you must be willing to explore solutions other than the one you have already settled on. Check your motives before you begin. Are you looking for a win-win solution?

Hands-On Steps

Step One: Identify the Problem

  • Draft a Problem Statement: Clearly articulate the overall issue at hand.
  • Gather Perspectives: Use effective listening to solicit the other person’s viewpoint and write it down on a sticky note. Then, switch roles and repeat this process.
  • Find Areas of Agreement: Identify any points where both parties are in agreement.
  • Clarify Disagreements: Outline the specific areas of disagreement.

Step Two: Identify the Common Goal

  • Define a Shared Goal: Establish a common objective that both parties can agree on.
  • Conduct a Process and Content Check: Review the process and content to ensure clarity and alignment.

Step Three: Identify and Rate Underlying Needs

  • Identify Needs: Determine the other person’s needs and write each one on a sticky note. Ask them to rate each need on a scale from 1 to 10, then switch roles and do the same.
  • Look for Common Needs: Identify any overlapping needs between both parties.
  • Explore Win/Win Possibilities: Assess whether a win/win outcome is achievable.
  • Conduct a Process and Content Check: Review the process and content again for understanding and alignment.

Step Four: Explore Assumptions

  • Identify Assumptions: Brainstorm the assumptions held by each person involved.
  • Challenge Assumptions: Gently question these assumptions using relevant facts and data.
  • Look for Patterns: Check for recurring themes in the assumptions.
  • Assess Win/Win Potential: Determine if a win/win solution is possible.
  • Conduct a Process and Content Check: Review the process and content for clarity and understanding.

Step Five: Brainstorm Solutions and Choose One

  • Generate Solutions: Brainstorm a range of potential solutions.
  • Evaluate Options: Compare the brainstorming outcomes against each person’s rated needs.
  • Select a Solution: Choose one solution or combine several to create a comprehensive approach.
  • Create an Implementation Plan: Develop a plan for implementing the chosen solution if necessary.
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