How can conflict resolution drive innovation in Process Design?

2 Engage in constructive dialogue

Once you have identified the sources of conflict, engaging in constructive dialogue with the other party or parties is essential. Constructive dialogue is a collaborative and respectful way of communicating that focuses on understanding each other's views, needs, and interests to find common ground and mutual benefit. To ensure constructive dialogue, active listening skills, such as paraphrasing, summarizing, reflecting, and asking open-ended questions should be used. Additionally, positive and empathetic language should be employed to express feelings and opinions without blaming or accusing. Instead of using "but" to dismiss or contradict ideas, use "and" to acknowledge and build on them. Lastly, brainstorming, prototyping, or testing techniques can be utilized to generate and evaluate multiple options instead of arguing or defending one option.

3 Negotiate a win-win solution

Once engaging in constructive dialogue, it's important to negotiate a win-win solution that satisfies the needs and interests of both parties while also aligning with the process design goals and objectives. This type of outcome should be creative and innovative, maximizing the value and benefits for both parties while minimizing the costs and risks. To achieve this, use objective and transparent criteria such as data, evidence, standards, or benchmarks to evaluate options and justify decisions. Trade-offs, concessions, or incentives can help balance interests and preferences of both parties while also overcoming any impasses or deadlocks. Feedback loops, iterations, or revisions can refine and improve the solution while also addressing any issues or concerns. Finally, agreements, contracts, or action plans should document and formalize the solution while also specifying roles, responsibilities, and expectations of both parties.