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Conflict Resolution Skills
Conflict and disagreements are a part of life
Conflict can escalate
An open an honest environment encourages a sense of safety & support
Violence is a major health hazard
"The A - E- I - O - U Communication Model"
A - ASSUME the other person means well. Identify his or her positive intention & state it to
the other person.
E - EXPRESS your feelings. Affinn ~mention you have identified & express
your own specific concern.
· I - IDENTIFY the desired outcome. Non-defensively propose the changes you would like
to see occur. Saying, "I would like", as oppOsed to, "I want", will avoid inciting a defensive
reaction.
O - State the OUTCOME you expect. Thdre are both positive and negative outcomes
possible, but emphasize the positive expe~:tations for both of you. Emphasize the advantages
of the outcome of the other person. Pcople respond much more positively when they can buy
into the reason for changing their actions or behavior.
U - Ask for UNDERSTANDING on a mutual basis. Asking, "Could we agree to this for a
while and see if it works out for both of ns?" gives the other person the option to accept your
proposal. You should be ready to consider options ifyourproposal is not accepted.
· Anticipate the other person's reactions.
· Identify where you think the greatest point of resistance will be. What can you do to
overcome it without causing greater conflict?
· Decide when will be the best'time to approach the other person.
· Be sure to establish what is "in it" for him when preparing your approach.
· Be respectful of the other person so they do not feel they are being personally
attacked.
· Be fair and keep an open mind.
· Listen, listen, and listen. I)o not interrupt when the other person is talking.