Resolving conflicts at work requires assertiveness — a willingness to deal professionally with conflict situations regardless of your comfort level. When resolving workplace conflict, the emphasis is on working toward a solution with the other person involved. To resolve conflict assertively, take these actions:
Determine the positive outcome you want to accomplish: When you address concerns with others, begin by giving a positive, short explanation of what you hope the meeting will accomplish.
Go to the source: One-on-one, face-to-face, private interactions are best for resolving disputes and conflicts.
Stay in control: When you're in control of your own emotions — versus them being in control of you — you're better able to influence the direction of a conversation toward achieving a positive outcome.
Stay focused on issues: Focus on the core issues of the conflict, not on the other person, so that you're able to keep your language and tone constructive.
Give the other person the benefit of the doubt: Assume he or she means well so that you deal with the actions and the issues themselves and focus on solutions.
Be direct, constructive, and sincere in language and tone: Don't shy away from expressing problems and describing them as you see them, even if they're hard for the other person to hear, but make sure your language and tone present the message in the best way possible: Be to the point, tactful, and focused on the issue.
Go for solutions and problem-solve collaboratively: Keep your emphasis on working out a solution with the other person involved.
The emphasis is to get your concerns and ideas across but also to show an openness to the other person's input as you work toward a solution that benefits both of you.
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Source:http://www.dummies.com/how-to/content/how-to-resolve-office-conflicts-assertively.html
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