By Lorna Riley, CSP

While implementing the suggested strategies, you may also organize the process using the following steps. These are very similar to steps used in problem solving.  As you read through them, think of a work-related conflict situation you may be trying to resolve. Choose one of the five strategies and make notes on how you will implement the steps.

Steps for Resolving Work-Related Conflict

1.  Describe the situation according to your perspective.  
Use facts and feelings to support your observations and findings.

 2.  Describe how the situation is affecting performance, results, attitudes, ect.
Focus on the work problem or situation and not personalities or behavioral tendencies. 

3.  Get other viewpoints.
Gather as much information as possible from others involved. Investigate as many "doorways" as possible to get a clearer, more accurate picture.

4.  Agree on a problem statement.
Itemize and summarize various viewpoints. Clearly state the problem       conflict everyone thinks needs to be resolved. Agreement must be reached so that both sides can concentrate on developing solutions. Decide on whose viewpoint your problem statement will be written. Do not include hints at causes or possible solutions in your problem statement. 

5.  Generate causes and solutions.
Include everyone involved in developing a list of causes and possible solutions.  Be creative and listen to both analytical and intuitive input.

6.  Select a solution and a course of action.
Agree on what specifically needs to be done and develop an action plan.

7.  Assign tasks from the action plan.
Each person must clearly understand and accept his/her role in the plan.

8.  Evaluate progress.
Conduct a follow-up meeting to evaluate progress and make adjustments.