Once we have established that, we can look at how we will approach the actual discussion. INTRODUCE - Explain the issue . Be specific and simple . Describe observations not beliefs . Avoid Accusations IMPACT - The effect it is having . Explain how you felt/feel . Be Specific . Remain Calm INFORM - The changes you would like . Be clear and direct . Remain fair and realistic . Acknowledge other persons feelings INCENTIVISE - What will be gained from change . Identify the benefit of resolution to the other person . Agree steps going forwardConflict Resolution Case: In your Group: prepare an outline response to the following situation using the model. You have been consistently asked by your boss to work late into the evening. Although it is the end of year and reports hayejg be completed you have noticed that it always seems to be you that is selected from your team to stay late. This is causing problems with your home life and your partner is becoming very frustrated that you never seem to be around. You are also becoming tired and stressed with the situation. Your Objective: Whenfwhere you will be when you discuss this: Personal Conflict Situation - Exercise Consider a conflict situation that you are currently experiencing (if you cannot think of one, Use one from your past). As with the previous activity, you should consider your outline response to your own personal situation using the model provided. My personal conflict situation is: My Objective: When/where I will be when I discuss this: Introduce Impact Inform Incentive