登录查看更多内容

How do you assess the level of conflict escalation and choose the best intervention method?

由人工智能和领英社区提供技术支持

Conflict is inevitable in any workplace, but how you handle it can make a big difference in your performance, relationships, and well-being. Sometimes, conflict can escalate to a point where it becomes destructive, violent, or unmanageable. To prevent this, you need to assess the level of conflict escalation and choose the best intervention method. In this article, you will learn how to use a simple framework to do this effectively and confidently.

此文章中的业界达人

由社区从 3 条内容中精选。了解更多

Vicky Wells

Founder Splash Management Consultancy

1 The conflict escalation ladder

Assessing the level of conflict escalation can be done through the conflict escalation ladder, a model developed by Friedrich Glasl. This ladder has nine rungs, each representing a stage of conflict intensity from mild disagreement to complete breakdown. The higher the rung, the more difficult it is to resolve the conflict peacefully. Hardening is the first rung and involves feeling annoyed, frustrated, or dissatisfied with the other party but still respecting them and communicating openly. Debate is the second rung and includes arguing, criticizing, or blaming the other party while still listening to their views and trying to find a solution. Actions is the third rung and involves taking actions that demonstrate opposition, such as forming alliances or withholding information. Images is the fourth rung and involves seeing the other party as an enemy, a threat, or a stereotype while losing trust and empathy. Loss of face is the fifth rung and includes attacking the other party's reputation, credibility, or integrity while trying to humiliate or discredit them. Strategies is the sixth rung and consists of planning and executing strategies to undermine or sabotage the other party while ignoring attempts to negotiate or compromise. Limited destruction is the seventh rung and involves inflicting damage on the other party's resources, assets, or interests while accepting collateral damage or losses for yourself. Fragmentation is the eighth rung and consists of destroying the other party's identity, dignity, or existence while losing any sense of proportion or rationality. Finally, together into the abyss is the ninth rung and involves seeking mutual annihilation regardless of consequences for yourself, others, or the environment.

添加您的观点

Vicky Wells

Founder Splash Management Consultancy
举报内容
Personally I really don't see it this way. Consultants come up with all kinds of approaches and rules and interventions to deal with conflict and I understand - conflict can feel scary and challenging and it's nice to imagine that we can impose structures to explain and control it. But really what we need when we have conflict is the skills to enable an open and honest conversation and not many people want to put themselves into that or have the skills to do it effectively when they do.

已翻译

赞

2 The intervention matrix

Once you have identified the level of conflict escalation, you can use the intervention matrix to choose the best intervention method. This tool matches the type and intensity of intervention with the stage of conflict escalation, and it has four quadrants. Quadrant 1 is prevention, which involves building trust, respect, and cooperation among the parties - this is suitable for rungs 1 to 3. Quadrant 2 is resolution - this involves facilitating dialogue, negotiation, or mediation among the parties and is suitable for rungs 4 to 6. Quadrant 3 is containment - this involves imposing rules, sanctions, or arbitration on the parties and is suitable for rungs 7 to 8. Finally, Quadrant 4 is termination - this involves separating, isolating, or eliminating the parties and is suitable for rung 9.

添加您的观点

Vicky Wells

Founder Splash Management Consultancy
举报内容
Whilst prevention, facilitating conversations and imposing rules or sanctions all have their place, I really don't think you can resolve conflict with this kind of painting by numbers approach. Resolving conflict successfully is more of an art than a science. If it was this easy we'd all have is sussed by now - at home as well as at work!

已翻译

赞

3 The intervention process

To apply the intervention matrix, you need to go through a four-step process. First, assess the level of conflict escalation and use the conflict escalation ladder to determine its intensity and destructiveness. Second, select the intervention method by utilizing the intervention matrix to choose the most suitable and effective one for the level of conflict escalation. Third, implement the intervention method with relevant skills, techniques, and resources while monitoring its impact. Lastly, evaluate the intervention outcome by collecting feedback, data, and observations to measure its success and identify any areas for improvement.

添加您的观点

4 The intervention skills

To implement the intervention method successfully, you need to develop and use key skills such as clear communication, problem-solving, negotiation, mediation, and arbitration. When communicating with the parties involved in the conflict, you should be respectful and assertive while actively listening to their perspectives and emotions. Additionally, you should analyze the root causes and interests of all parties to generate solutions that satisfy everyone. Negotiate fairly to reach a win-win outcome that preserves or enhances the relationship. As a mediator, you should be impartial and professional while helping the parties reach an agreement. Lastly, as an arbitrator, you should be objective and legally decisive while imposing a binding resolution to end any dispute.

添加您的观点

5 The intervention challenges

To overcome the challenges and barriers that may arise during the intervention process, you need to be aware of and address some common issues. Resistance may be present from the parties involved in the conflict, so you must build rapport, credibility, and authority with them, and explain the benefits and consequences of the intervention method. Escalation of the conflict may increase tension or violence among the parties, so you should de-escalate the situation by calming, reassuring, and separating them. Complexity of the conflict may involve multiple parties, issues, or factors that complicate the intervention process. To manage this complexity, you should simplify and prioritize by identifying the main parties, issues, and factors, and using a structured and systematic approach.

添加您的观点

6 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?

添加您的观点

加载更多内容

Conflict Management

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

How do you assess the level of conflict escalation and choose the best intervention method?

1

2

3

4

5

6

1 The conflict escalation ladder

2 The intervention matrix

3 The intervention process

4 The intervention skills

5 The intervention challenges

6 Here’s what else to consider

Conflict Management

给文章评分

感谢您的反馈

更多Conflict Management相关文章

更多相关阅读内容

How do you assess the level of conflict escalation and choose the best intervention method?

1

2

3

4

5

6

1 The conflict escalation ladder

2 The intervention matrix

3 The intervention process

4 The intervention skills

5 The intervention challenges

6 Here’s what else to consider

Conflict Management

给文章评分

感谢您的反馈

查看其他技能