Techniques for Conflict Resolution • Behavioral Techniques o Don't negotiate when angry. o Forget the past and stay in the present. o Focus on the problem not the person. o Communicate feelings assertively, NOT aggressively. Express concerns without blaming the other side. o Expect and accept another's right to disagree. Don't push or force compliance; work to develop common agreement. o Don't view the situation as a competition where one has to win and the other has to lose. Work toward a solution where both parties have some of their needs met. o Build 'power with' NOT 'power over' others. o Thank the person for listening. • Negotiation Techniques o Identify and define the conflict in specific terms. o Focus on areas of common interest and potential areas for agreement. o NEVER jump to conclusions or make assumptions about what another is feeling or thinking. o Listen without interrupting; ask for feedback if needed to assure a clear understanding of the issue. o Generate alternative solutions. o Discuss the pros and cons of the alternatives. Listen as well as state your case. o Select the best course of action that all can agree upon. o Implement only the parts of the plan that are in agreement. Remember, when only one person's needs are satisfied in a conflict, it is NOT resolved and will continue.