what is the conflict resolution process

1. "Know Thyself" and Take Care of Self
   • Understand your "perceptual filters," biases, triggers
   • Create a personally affirming environment (eat, sleep, exercise)
2. Clarify Personal Needs Threatened by the Dispute
   • Substantive, Procedural, and Psychological Needs
   • Look at BATNA, WATNA, and MLATNA
   • Identify "Desired Outcomes" from a Negotiated Process
     
3. Identify a Safe Place for Negotiation
   • Appropriate Space for Discussion/ Private and Neutral
   • Mutual Consent to Negotiate/ Appropriate Time
   • Role of Support People (Facilitators, Mediators, Advocates), as needed
   • Agreement to Ground rules
     
4. Take a Listening Stance into the Interaction
   • "Seek first to understand, then to be understood" (Covey)
   • Use Active Listening skills
5. Assert Your Needs Clearly and Specifically
   • Use "I-messages" as tools for clarification
   • Build from what you have heard - continue to listen well
     
6. Approach Problem-Solving with Flexibility
   • Identify Issues Clearly and Concisely
   • Generate Options (Brainstorm), While Deferring Judgment
   • Be open to "tangents" and other problem definitions
   • Clarify Criteria for Decision-Making
7. Manage Impasse with Calm, Patience, and Respect
   • Clarify Feelings
   • Focus on Underlying Needs, Interests, and Concerns
   • Take a structured break, as needed
8. Build an Agreement that Works
   • Review "Hallmarks" of a Good Agreement
   • Implement and Evaluate - Live and Learn