Conflict mediation

The conflict scenarios can be interpersonal, interfunctional or intercultural. As an organization becomes more complex and/or global, it becomes more challenging to interpret the contributing factors in the systemic landscape.
Conflict resolution usually requires a number of steps e.g.

Step 1

Contract and process design

  • What led to the current situation?
  • What is the impact of the conflict on whom?
  • Who are the stakeholders and what are their interests in resolving or in prolonging the conflict?
  • What is the scope of the conflict resolution process?
  • What are the goals? What should change?
  • How do we move forward?

Step 2

Communicate the process

  • Illustrate the motivation to take action
  • Describe the goals of the initiator(s)
  • Illustrate the scope and the process
  • Introduce the process coach/mediator
  • Take questions and statements

Step 3

Conduct a situational analysis
(make the views, interests, needs of those involved transparent)

  • How did the conflict arise/escalate from your perspective?
  • What is important for you?
  • What would be a good result for you?
  • What is your requirement/need from the other parties involved?
  • What is your offer for the other parties involved?
  • What should happen next? What should be avoided at all costs?

Step 4

Dialogue, Clarification, Commitments
(The number of dialogues or workshops depend on the complexity of the context)

  • Illustrate the chronology from different perspectives
  • Work through the respective primary goals and explore options jointly
  • Agree and commit

Step 5


Konfliktklärung / Mediation

Konfliktklärung / Mediation