8 Steps For Conflict Resolution

The second post (see the first here) highlighting OHRD (of Wisconsin University) and their tips on ADR will focus on what they call the “8 Steps For Conflict Resolution”, which is a process they recommend for effectively managing conflict- be it in the workplace, at home, and relationships among others.

They are as follows (from this link here):

1. “Know Thyself” and Take Care of Self
– Understand your “perceptual filters,” biases, triggers
– Create a personally affirming environment (eat, sleep, exercise)

2. Clarify Personal Needs Threatened by the Dispute
– Substantive, Procedural, and Psychological Needs
– Look at BATNA, WATNA, and MLATNA
– Identify “Desired Outcomes” from a Negotiated Process

3. Identify a Safe Place for Negotiation
– Appropriate Space for Discussion/ Private and Neutral
– Mutual Consent to Negotiate/ Appropriate Time
– Role of Support People (Facilitators, Mediators, Advocates), as needed
– Agreement to Ground rules

4. Take a Listening Stance into the Interaction
– “Seek first to understand, then to be understood” (Covey)
– Use Active Listening skills

5. Assert Your Needs Clearly and Specifically
– Use “I-messages” as tools for clarification
– Build from what you have heard – continue to listen well

6. Approach Problem-Solving with Flexibility
– Identify Issues Clearly and Concisely
– Generate Options (Brainstorm), While Deferring Judgment
– Be open to “tangents” and other problem definitions
– Clarify Criteria for Decision-Making

7. Manage Impasse with Calm, Patience, and Respect
– Clarify Feelings
– Focus on Underlying Needs, Interests, and Concerns
– Take a structured break, as needed

8. Build an Agreement that Works
– “Hallmarks” of a Good Agreement
– Implement and Evaluate – Live and Learn

Note: you can click each title, as it will give a more in depth description. For the main OHRD site, click [here].

                       

Jeff Thompson

Jeff Thompson, Ph.D., is a professor at Lipscomb University, researcher, mediator, and trainer. He is also involved in crisis and hostage negotiation as well as a law enforcement detective. His research includes law enforcement crisis and hostage negotiation in terrorist incidents. He received his doctorate from Griffith University Law School… MORE >