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Test The -step model for de-escalation
Agenda
QUESTION 1: What is the first step in the seven-step action plan for de-escalating a conflict?
Find win-win solutions
Declare your intention to resolve the problem in a positive and respectful manner
Agree on an action plan
Explore the needs of each party
QUESTION 2: What is the main objective of the second step, "Identify facts and perceptions"?
Determining who is right and who is wrong
Find a solution as quickly as possible
Establish the criteria for a good resolution
Building a relationship of trust, listening with empathy and sharing perceptions of what happened
QUESTION 3: In the third step, "Explore the needs of each party," what are you seeking to jointly agree on?
What success or a good resolution would look like for both parties
Who will implement the action plan
What are the objective facts of the conflict?
What solutions can be applied immediately
QUESTION 4: What is the most important aspect in the step of seeking "win-win" solutions?
That both parties get exactly the same benefits
May the solution be quick, even if it is not long-lasting
May the relationship be strengthened above all else
Let neither party feel like a loser, even if one may gain more benefits than the other
QUESTION 5: In the sixth step, "Implement the plan," what should both parties do once the resolution is accepted?
Look for new solutions if you disagree
Review what has been achieved
Commit to working together to implement the agreed plan
Identify each person's perceptions
QUESTION 6: What does the last step of the plan, "Review the results," consist of?
In recognizing what has been achieved, transforming conflict into collaboration and consolidating success
To renegotiate if one of the parties is not satisfied
In searching for new solutions to problems that were not solved
In defining the needs of each party
QUESTION 7: What is demonstrated by taking the initiative and declaring the intention to solve the problem (first step)?
That you are right and the other person is not
That you value the relationship and are willing to solve the problem instead of avoiding it
That you are ready for a confrontation
That the relationship is not important to you
QUESTION 8: In which step of the plan is a plan agreed upon to implement the discussed solutions?
In the first step: Declare the intention to resolve
In the third step: Explore the needs of each party
In the sixth step: Implement the plan
In the seventh step: Review the results
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