Understand the Interests
Understanding the interests accomplishes two tasks critical to resolving the dispute. First, we learn the underlying interests and needs that are important to the other party, which must be satisfied if constructive resolution is to occur. We identify why the other person wants what she wants. Second, we establish the criteria or solutions. We identify how we will know if the agreement has fulfilled the interests of those involved. This is when listening skills are more important.
The second aspect of understanding the interests involves identifying the criteria by which the ultimate agreement will be measured. When an objective measurement system is established, both parties are counting the same things. If we hope ...
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