Analysis of the conflict/problem: 

i. What is the problem from each person's perspective? 

ii. What else might be going on in the situation? 

iii. What are the underlying interests of each person? 

iv. How can the interests of both parties be integrated to define the problem in a way that includes both perspectives? 

v. What are options for resolving the problem? 

vi. Choose one option as the recommended solution and provide rationale as to why it is the best solution. 

 

b. Plan to address conflict/problem 

i. Select the most appropriate approach for resolving this conflict based on the Thomas-Killmann model. Identify why the approach you have chosen is the best approach and why the other approaches would be less effective. 

ii. What are the key messages you need to communicate in the discussion with the other person? 

iii. Provide a script for the conversation, including anticipating the other person's responses.