How do you design a conflict management process that meets everyone's goals?

1 Identify the problem

The first step in designing a conflict management process is to identify the problem that is causing the conflict. This means clarifying what the conflict is about, who is involved, and what are the underlying issues or concerns. You can use a tool such as the Conflict Management Assessment (CMA) to help you analyze the problem and understand the different dimensions of the conflict, such as the sources, levels, types, and styles of the conflict. The CMA can also help you assess your own and others' preferences and skills for managing conflict, and identify areas for improvement.

2 Explore the goals

The next step is to explore the goals of each party involved in the conflict. This means finding out what each party wants to achieve, what their interests and needs are, and what their criteria for a successful resolution are. You can use a technique such as active listening, open-ended questions, and paraphrasing to elicit and understand the goals of each party. You can also use a tool such as the SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) framework to help you define and evaluate the goals of each party.

3 Generate the options

The third step is to generate the options for resolving the conflict. This means brainstorming and evaluating possible solutions that can meet the goals of each party. You can use a method such as the SCAMPER (Substitute, Combine, Adapt, Modify, Put to another use, Eliminate, and Reverse) technique to help you generate creative and innovative options. You can also use a tool such as the Decision Matrix to help you compare and rank the options based on their feasibility, desirability, and impact.

4 Negotiate the agreement

The final step is to negotiate the agreement that will resolve the conflict. This means reaching a mutually acceptable and beneficial solution that meets the goals of each party. You can use a strategy such as the BATNA (Best Alternative to a Negotiated Agreement) to help you determine your minimum acceptable outcome and your bargaining power. You can also use a tool such as the Negotiation Planner to help you prepare and plan for the negotiation process, including your objectives, interests, options, criteria, and tactics.

By following these four steps, you can design a conflict management process that meets everyone's goals and fosters a positive and productive work environment. Remember to communicate clearly and respectfully, focus on the problem and not the person, and seek win-win solutions that create value for all parties.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?