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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].

                        author

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 >

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