Ten stages for the peaceful resolution of conflicts
1. Try to identify your own trigger factors in the conflict and do not be angry Make an effort to identify the attitudes which made others angry.
2. Cultivate a good listening habit and capacity- look for information, clarifications and ask questions.
3. Identify the underlying interests - distinguish between your actual interest and your rhetoric or a position you had previously stuck to.
4. Focus on the cause of the problem and not on the persons concerned.
5. Ponder over alternative solutions-"What do you consider as the best solution?"-look for ideas without being judgemental about the parties in the conflict.
6. Use objective criteria to assess the potential solutions - « What did others do in similar situations? »
7. Identify solutions which are acceptable by both parties in the conflict.
8. Agree on the best solution.
9. Where the recommended solution does not work out well, agree on a way to return to the negotiating table.
10. Maintain the relations.
Source: John Whiteclay Chambers II, Arlene Gardner "Conflict Resolution and United States History" NJ Center for Civic and Law-Related Education, Piscataway, NJ 2007. "Ten Steps to Resolve Conflicts" page 32
EDH (Explorons le Droit Humanitaire) Module 2, page 8. [En ligne]. (Page consulted on june 15, 2012). http://www.ehl.icrc.org/images/resources/pdf/otherlanguages/french/Module2.pdf
Qualities for the Management and Prevention of Conflicts: Techniques and Strategies for Conflict Management