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.
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?
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
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?
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