One method that can be used for dispute resolution in a crisis situation is LEAPS. The word “LEAPS” can be used to help you remember these steps.
Listen to what the other person has to say.
Empathize with the other person by trying to understand his or her feelings.
Ask questions to get more information from the other person. Possible questions include asking who, what, when, where, why, and how.
Paraphrase what you have heard to show the other person that you are listening and you understand what he or she is saying. For example, you can say, “Let me make sure I heard you correctly. You said ____________.”
Summarize by giving a possible solution to the situation. For example, you can say, “From what you’ve said, let’s __________________.”