Conflict resolution
Prepare a difficult conversation
Turn rough notes into a short, fair script, then refine and practice it.
Have ready: rough notes on what happened, who it involves (by role), and how you plan to talk to them. Use roles instead of names, leave out personal details, and only use an AI tool your chapter permits.
Help me prepare for a difficult conversation with someone I volunteer with in ASSP. Use the four-part framework: what happened, how it seems to me, how I feel about it, and my commitment. Keep it concise, professional, and suitable for a workplace or HR setting.
SITUATION
Who it is (role, not name): [e.g., committee member, fellow officer, speaker, partner contact]
Our working relationship: [how you work together, and for how long]
How I plan to talk to them: [in person, phone/video, email, or message]
MY NOTES (rough is fine)
What happened: [facts: what was said or done, and when]
How it seems to me: [your interpretation]
How I feel about it: [one or two feelings]
My commitment: [what you care about, and what you would like to happen next]
What I want to avoid: [e.g., sounding accusatory, a long email thread]
Give me:
1. A script in the four parts, in my voice, under 120 words.
2. One opening sentence and one question that invites their side.
3. Two ways to reflect back what they say, so they feel heard before I respond.
4. Any place my notes mix facts with judgment, blame, or guesses about their motives, with a neutral rewrite.
TONE AND WORDING
- Open by acknowledging the person's interest, contribution, or good intent where it is true.
- State facts neutrally: what was planned, what happened, and its effect. No blame words.
- Frame interpretation as perception: "My perception is…", "It appears that…".
- Express feelings as concern about impact on the work, events, or team, not about the person's character.
- Replace absolutes and character judgments ("you always", "you never", "I can't trust you") with specific, observable concerns ("I've become less confident that…").
- Make the commitment collaborative: offer support or options and propose agreeing on a clear plan.
- Use complete, polished sentences. No slang, sarcasm, or emotional exaggeration.
Rules: Keep facts separate from interpretation. Use "I" statements. Do not guess at the other person's motives or add facts I did not give. If this involves harassment, discrimination, safety, or an ethics or legal concern, say so and suggest I take it to chapter leadership or ASSP instead of handling it alone. If I plan to write rather than talk, adapt the script and tell me whether a live conversation would be better.Refine and practice
Ask in the same chat:
Cut the script to three or four sentences I can say out loud without notes. Keep the four parts, the facts, and the professional tone unchanged.Rewrite the script in a warmer, more casual tone, the way I would say it to a fellow volunteer over coffee. Use shorter sentences and everyday words. Keep the four parts, the facts, and the respectful framing: no blame, no absolutes, and no guesses about their motives.Play the other person. Respond the way they realistically might, one message at a time. After each of my replies, give me one line of feedback on whether I stayed with facts, owned my interpretation, and listened. Stop when I say "done" and summarize what to keep and what to change.Write a short, friendly email or message asking for a time to talk about this. Keep it professional and neutral, and do not try to resolve the issue in writing. Keep it under 60 words.