Conflict resolution is an essential component of Restorative Practice. In effect we are facilitating Restoration of Relationship(s).
This short video is a potent presentation of a possible step through of a process. The presenter calls it Impact vs Intent. The idea is that examining Impact, or Effect, of actions on another person is a necessary step towards reconciliation even when the intent of the actions differs from the impact.
"Listen to the other person... and acknowledge the impact.. reflect on what they are saying back to you on how they've been impacted,... and, be accountable to it.... After you are accountable to the impact you might have the space to explain what your intent was.. That person may or may not want to hear it..."
Watch the video on YouTube, if you prefer.