Step-by-step guide to conflict resolution

1. Share, listen, repeat back.

Both parties sit down and begin by having an opportunity to share their experience and thoughts, one at a time. Whomever goes first will take as much time as needed to share their feelings and perspective while the other only listens.

Important guidelines for this phase of the process:

It’s important for the person sharing to stick to “I” statements and use language that frames their own experience and feelings. For example, “when such and such happens, I feel like…” instead of “You always…” Avoid using language that accuses the other person of what they’ve been doing wrong or attempts to label what kind of person they are. Stick to your experience and how you’re feeling.

The person doing the listening should do so without giving any feedback. During this time, they don’t interrupt or try to defend anything being said, regardless of what they hear. It’s also important that they avoid eye rolling, sighing or any other visual or audible forms of feedback and interjections. Their role while the other person is sharing is simply to listen, that’s it.

Click here for the full step-by-step guide to conflict resolution from Rental Management magazine.