411 REFERENCE · Wikibooks
Development Cooperation Handbook/Guidelines/Four Basic Steps for Resolving Conflict
Reference material by Wikibooks contributors. This retains its source identity and is not 411 news reporting.
When you are in a conflict situation, there are four steps you can follow to more easily navigate the resolution process.
Step 1: Share your Perceptions. Tell the other person what happened. Explain, don’t blame. Just state the facts.
Step 2: Explain Ramifications. Tell the other person how you feel about what happened.
Step 3: Establish Fresh Ground. Tell the other person what you would like to have happen in the future or how you would like the situation to be different.
Step 4: Ask & Listen. Ask the other person to share her/his experience and listen attentively.
/Tool pages