The Five Steps to Conflict Resolution

By American Management Association

Step 1: Identify the source of the conflict. The more information about the cause of the conflict, the more easily it can be resolved. To get the information you will need, use a series of questions to give you an idea of the cause of the problem, like, “When did you feel upset?” “Do you see a relationship between that and this incident?” “How did this incident begin?”

When you are a mediator, you want to give both parties to the conflict the chance to share their side of the story. It will give you a better understanding of the situation, as well as demonstrate your impartiality. As you listen to each disputant, say, “I see” or “uh huh,” to acknowledge the information as well as to encourage them to continue to open up to you.


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