Now that you have identified the wants and needs of both sides, look for areas of overlap. These will be the starting points for establishing mutual ground.

Here is an example. Joe and George are in conflict over the current schedule. As the most senior members of the assembly line team, they both alternate their regular duties with that of supervisor. Although taking on the responsibility gives the supervisor an extra $250 per shift, the supervisor also has to work an extra hour per shift, and has additional safety responsibilities.

Joe and George both work Monday to Friday, and as a regular assembly line team member, their shifts are from 8:30 a.m. to 4:30 p.m. As supervisor, they are expected to work from 8 a.m. to 5 p.m.

From this simple chart, we can see that Joe and George have the same goal: to ensure that the supervisor position is covered by someone during regular working hours. Thus, this is a logistical conflict rather than an emotional one. We can also see from the chart that there seems to be some good starting ground for a solution.

When working through the wants and needs of both parties, be careful not to jump to conclusions. Rather, be on the lookout for the root cause. Often, the problem is not what it seems.