A seven-step facilitated process to resolve interpersonal conflict.
Matt Mochary's framework, from The Great CEO Within, pp. 20 to 30.
Person A states their thoughts
The person with less power voices their anger about Person B, ideally as observation, feeling and request; the facilitator voices thoughts for them if they are reluctant.
Person B repeats back
B summarises, A says 'not quite' or 'that's right', until A feels heard.
Switch roles
Person B shares their anger and is heard.
Walk down the emotions
Repeat for fear, then sadness, then joy and excitement.
Seal the understanding
When the ah-ha moment comes, add a hug, handshake or high-five.
Co-create a plan
Person A goes first and they agree how misunderstanding will not return.
Write it down
Record next actions, owners, due dates and a check-in time so the agreement is impeccable.
From chapter: Chapter 14: Conflict Resolution, pp. 20–30
