Clarify what the disagreement is. Clarifying involves getting to
the heart of the conflict. The goal of this step is to get both sides to
agree on what the disagreement is. To do this, you need to discuss what
needs are not being met on both sides of the conflict and ensure mutual
understanding. During the process, obtain as much information as
possible on each side's point of view. Continue to ask questions until
you are certain that all parties involved (you and those on either side
of the conflict) understand the issue.
hope this helps :)
