Adapted from materials provided by Paul Casella, Office of Faculty Affairs and Development, Carver College of Medicine.

This strategy may be useful for handling a conflict conversation.

1. Let the person talk about his/her concerns.

2. Practice Active Listening.  Acknowledge the person's emotion and what has caused the emotion ("I understand that you are upset because..."). Restate, in your own words, what you have heard.

4. Develop an action plan, including specifics about what you will do to try to address the situation and when you will do it.

5. Agree to follow up at a specified time.