In Chapter 3 of conflict resolution, Daniel Dana explains that there are three ways to resolve any

conflict; power contests, rights contests and interest reconciliation. The two products being marketed
were in conflict of resources to be marketed so the two in charge thought they were in competition to
get the work done at the required time. This was done by coercion of relationships (power), statistically
proving which one should have the resources (rights), and finding a common solution (interest
reconciliation). There is a fight or flight response that is natural to our primal instincts. The better way to
deal with something is to learn to think our way out of the conflict.

Chapter 4 was “how to resolve a conflict between others”.

Step 1 is to decide to mediate. Step 2 is to hold the preliminary meetings, taking each one involved in
the conflict and stating their perspective of the problem and defining the business problem to be solved.
Explanation of the role of the mediator not to take sides and to let the people involved solve the
problem themselves is important and to secure their agreement to attend. Step 3 is to plan the context.
Scheduling the location, time, physical surroundings, who is present to all be neutral factors before the
meeting is held. Planning is essential. The time should be limited to establish a sense of urgency to
resolving the conflict.

Holding the meeting you want to keep the participants engaged in the essential process, support
conciliatory gestures, and WAIT. Nothing else. The conciliatory gesture is the key to the meeting and is
considered the breakthrough stage. After the deal is made, balanced, and behaviorally specific, have
the deal written down and schedule a follow up meeting to monitor the progress of the relationship.