Confrontation

Martha directly addresses the heart of the matter after a short introductory phase, following various “rules” that you may want to apply:

1. Addressing the discussion constructively
Use the O-I-S scheme (Observe - Impact - Suggest) to describe how you have experienced the situation, limiting yourself to an ‘objective’ observation and not making a subjective assessment of the facts. Then describe the impact of events on the context and on your emotional state. Before suggesting possible solutions, it is best to listen to the point of view of the interlocutor.

2. Listen to and be interested in the other party
Different communication tools must be adopted, suitable for emphasising listening and understanding others; ask open-ended questions, listen actively, summarize and materialise, respects the feelings and needs of the other.

3. Conduct a dialogue in a calm manner
The talk should be a harmonious flow between the explanation of your point of view and open listening to the other’s point of view. To steady this flow, avoiding a fast but ineffective ‘quarrel’, be sure that you have understood the other and only focus on how to argue or answer after.