13 Conflict Tools

Professional mediator Lee Jay Berman offers a succinct list of tips for resolving conflict in the workplace, with customers and in life:

1. Stay Calm;
2. Listen to Understand;
3. Accentuate the Positive;
4. State Your Case Tactfully;
5. Attack the Problem, Not the Person;
6. Avoid the Blame Game;
7. Focus on the Future, Not the Past;
8. Ask the Right Kind of Questions;
9. Pick Your Battles;
10. Link Offers;
11. Be Creative;
12. Be Confident; and
13. Celebrate Agreement!

His article would be an excellent handout for Ombuds to give to individual visitors or to supplement presentations and trainings. (Mediate.com.)