Derailing Resolution

Here's a short, but informative article, from Linda Henman of Henman Performance Group.  She explains ten thoughts/behaviors/acts/attitudes to keep conflict productive:

1. Successful conflict resolution depends on solutions, not winning.
2. Have a specific goal in mind, one that you can make in just one sentence.
3. Depersonalize the conflict.
4. State your desire to resolve the problem at the outset of the conflict.
5. Build on areas of agreement before addressing areas of difference.
6. Listen to the other person before you give your own ideas.
7. Understand, don't criticize.
8. Avoid entrenched positions.
9. Use specific, concrete language.
10. Rely on facts instead of inferences.