{"id":193,"date":"2018-04-05T16:01:29","date_gmt":"2018-04-05T20:01:29","guid":{"rendered":"https:\/\/pressbooks.bccampus.ca\/cres1100\/chapter\/summary-of-external-phases\/"},"modified":"2018-04-05T16:07:58","modified_gmt":"2018-04-05T20:07:58","slug":"summary-of-external-phases","status":"publish","type":"chapter","link":"https:\/\/pressbooks.bccampus.ca\/cres1100\/chapter\/summary-of-external-phases\/","title":{"raw":"Summary of External Phases","rendered":"Summary of External Phases"},"content":{"raw":"\n

Opening phase<\/h2>\n
\n
How am I working with the other person to create an environment conducive to reaching agreement?<\/div>\n

Goal: establish a feeling of mutual commitment to discussing and resolving a conflict together, in as comfortable an atmosphere as possible.<\/p>\n<\/div>\n

    \n
  • Agree on a mutually convenient, comfortable and possibly neutral setting conducive to discussion.<\/li>\n
  • Discuss awareness of the need to resolve differences.<\/li>\n
  • Express your motivation to resolve the differences to future mutual benefit and assess the other person\u2019s motivation.<\/li>\n
  • Listen attentively and express yourself clearly.<\/li>\n
  • Maintain a positive, future focus.<\/li>\n<\/ul>\n

    Identifying phase<\/h2>\n
    \n
    What are we here to resolve?<\/div>\n

    Goal: establish what needs to be resolved.<\/p>\n<\/div>\n

      \n
    • State your own point of view with respect to what needs to be resolved.<\/li>\n
    • Invite the other person to share their point of view with respect to what they want to resolve.<\/li>\n
    • Listen actively when the other is speaking to ensure understanding.<\/li>\n
    • Check with one another for clarity.<\/li>\n
    • Depersonalize the conflict by stating topics in a neutral way that does not assign blame or specify an outcome.<\/li>\n
    • Combining both parties\u2019 topics into an agenda.<\/li>\n<\/ul>\n

      Exploring phase<\/h2>\n
      \n
      What is important and why is it important?<\/div>\n

      Goal: to give and receive information about what is important to each person, and why it is important.<\/p>\n

        \n
      • State and check your assumptions.<\/li>\n
      • Look for common ground.<\/li>\n
      • Explore what is important in terms of each other\u2019s perspectives.<\/li>\n
      • Clarify the interpretation of words, phrases, and information.<\/li>\n
      • Express and acknowledge feelings.<\/li>\n
      • Listen actively and continue to check for understanding.<\/li>\n
      • Be descriptive rather than judgemental.<\/li>\n
      • Ask open-ended questions.<\/li>\n
      • Speak about your perspective in a respectful, assertive way.<\/li>\n
      • Summarize what is important to both parties in this exploration.<\/li>\n<\/ul>\n

        Closing phase<\/h2>\n
        \n
        How do we meet our needs?<\/div>\n

        Goal: find a mutually satisfying outcome.<\/p>\n<\/div>\n

          \n
        • Invite brainstorming to mutually generate options based on what is important to both people.<\/li>\n
        • Evaluate the options and check for fairness to ensure that the needs of both people are met.<\/li>\n
        • Choose one or a combination of options that work for both people.<\/li>\n
        • Form an action plan: who, what, when, where, how and work out the details.<\/li>\n
        • Evaluate the effectiveness of the solution.<\/li>\n<\/ul>\n

          If a solution is still not apparent:<\/h2>\n
            \n
          • Create more trust and reduce fear.<\/li>\n
          • Break and come back to the discussion.<\/li>\n
          • Agree that you cannot resolve the issue at this time and set a time for future discussion.<\/li>\n
          • Obtain more information.<\/li>\n
          • Form an action plan (if needed).<\/li>\n
          • Attend to the relationship aspects of the discussion.<\/li>\n<\/ul>\n

             <\/p>\n<\/div>\n\n","rendered":"

            Opening phase<\/h2>\n
            \n
            How am I working with the other person to create an environment conducive to reaching agreement?<\/div>\n

            Goal: establish a feeling of mutual commitment to discussing and resolving a conflict together, in as comfortable an atmosphere as possible.<\/p>\n<\/div>\n

              \n
            • Agree on a mutually convenient, comfortable and possibly neutral setting conducive to discussion.<\/li>\n
            • Discuss awareness of the need to resolve differences.<\/li>\n
            • Express your motivation to resolve the differences to future mutual benefit and assess the other person\u2019s motivation.<\/li>\n
            • Listen attentively and express yourself clearly.<\/li>\n
            • Maintain a positive, future focus.<\/li>\n<\/ul>\n

              Identifying phase<\/h2>\n
              \n
              What are we here to resolve?<\/div>\n

              Goal: establish what needs to be resolved.<\/p>\n<\/div>\n

                \n
              • State your own point of view with respect to what needs to be resolved.<\/li>\n
              • Invite the other person to share their point of view with respect to what they want to resolve.<\/li>\n
              • Listen actively when the other is speaking to ensure understanding.<\/li>\n
              • Check with one another for clarity.<\/li>\n
              • Depersonalize the conflict by stating topics in a neutral way that does not assign blame or specify an outcome.<\/li>\n
              • Combining both parties\u2019 topics into an agenda.<\/li>\n<\/ul>\n

                Exploring phase<\/h2>\n
                \n
                What is important and why is it important?<\/div>\n

                Goal: to give and receive information about what is important to each person, and why it is important.<\/p>\n

                  \n
                • State and check your assumptions.<\/li>\n
                • Look for common ground.<\/li>\n
                • Explore what is important in terms of each other\u2019s perspectives.<\/li>\n
                • Clarify the interpretation of words, phrases, and information.<\/li>\n
                • Express and acknowledge feelings.<\/li>\n
                • Listen actively and continue to check for understanding.<\/li>\n
                • Be descriptive rather than judgemental.<\/li>\n
                • Ask open-ended questions.<\/li>\n
                • Speak about your perspective in a respectful, assertive way.<\/li>\n
                • Summarize what is important to both parties in this exploration.<\/li>\n<\/ul>\n

                  Closing phase<\/h2>\n
                  \n
                  How do we meet our needs?<\/div>\n

                  Goal: find a mutually satisfying outcome.<\/p>\n<\/div>\n

                    \n
                  • Invite brainstorming to mutually generate options based on what is important to both people.<\/li>\n
                  • Evaluate the options and check for fairness to ensure that the needs of both people are met.<\/li>\n
                  • Choose one or a combination of options that work for both people.<\/li>\n
                  • Form an action plan: who, what, when, where, how and work out the details.<\/li>\n
                  • Evaluate the effectiveness of the solution.<\/li>\n<\/ul>\n

                    If a solution is still not apparent:<\/h2>\n
                      \n
                    • Create more trust and reduce fear.<\/li>\n
                    • Break and come back to the discussion.<\/li>\n
                    • Agree that you cannot resolve the issue at this time and set a time for future discussion.<\/li>\n
                    • Obtain more information.<\/li>\n
                    • Form an action plan (if needed).<\/li>\n
                    • Attend to the relationship aspects of the discussion.<\/li>\n<\/ul>\n

                       <\/p>\n<\/div>\n","protected":false},"author":31,"menu_order":5,"template":"","meta":{"pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[],"contributor":[],"license":[],"class_list":["post-193","chapter","type-chapter","status-publish","hentry"],"part":185,"_links":{"self":[{"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/pressbooks\/v2\/chapters\/193","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/wp\/v2\/users\/31"}],"version-history":[{"count":1,"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/pressbooks\/v2\/chapters\/193\/revisions"}],"predecessor-version":[{"id":240,"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/pressbooks\/v2\/chapters\/193\/revisions\/240"}],"part":[{"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/pressbooks\/v2\/parts\/185"}],"metadata":[{"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/pressbooks\/v2\/chapters\/193\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/wp\/v2\/media?parent=193"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/pressbooks\/v2\/chapter-type?post=193"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/wp\/v2\/contributor?post=193"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/cres1100\/wp-json\/wp\/v2\/license?post=193"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}