---
title: "Conflict resolution script"
description: "A seven-step facilitated process to resolve interpersonal conflict."
canonical: https://tomsharman.com/bookshelf/the-great-ceo-within/conflict-resolution-script/
updated: 2026-11-03
---

# Conflict resolution script

> A seven-step facilitated process to resolve interpersonal conflict.

Matt Mochary's framework, from The Great CEO Within, pp. 20 to 30.

Framework 6 of 15 from [The Great CEO Within](https://tomsharman.com/bookshelf/the-great-ceo-within/index.md) by Matt Mochary. Category: Leadership.

## The steps

1. **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.
2. **Person B repeats back.** B summarises, A says 'not quite' or 'that's right', until A feels heard.
3. **Switch roles.** Person B shares their anger and is heard.
4. **Walk down the emotions.** Repeat for fear, then sadness, then joy and excitement.
5. **Seal the understanding.** When the ah-ha moment comes, add a hug, handshake or high-five.
6. **Co-create a plan.** Person A goes first and they agree how misunderstanding will not return.
7. **Write it down.** Record next actions, owners, due dates and a check-in time so the agreement is impeccable.

## Where it comes from

From chapter: Chapter 14: Conflict Resolution, pp. 20–30

## The animation

24 seconds, 4:5, no sound.

- MP4: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/the-great-ceo-within/conflict-resolution-script.mp4
- MP4, dark: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/the-great-ceo-within/conflict-resolution-script-dark.mp4
- Still: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/the-great-ceo-within/conflict-resolution-script.png
- Still, dark: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/the-great-ceo-within/conflict-resolution-script-dark.png