You're facing a conflict in public administration. What are the best practices to resolve it?

1 Identify the sources of conflict

The first step to resolve conflict is to understand its root causes and dimensions. Conflict can arise from various sources, such as incompatible goals, scarce resources, unclear roles, communication breakdown, power imbalance, or ethical dilemmas. You need to analyze the nature, scope, and intensity of the conflict, as well as the parties involved and their interests, needs, and perspectives. This will help you to identify the main issues, the potential consequences, and the possible solutions.

2 Choose an appropriate strategy

The second step to resolve conflict is to select a suitable strategy that matches the situation and the desired outcome. There are different strategies to deal with conflict, such as avoiding, accommodating, competing, compromising, or collaborating. Each strategy has its advantages and disadvantages, depending on the level of assertiveness and cooperation involved. You need to consider the importance of the issue, the relationship with the other party, the time and resources available, and the potential risks and benefits of each option.

3 Communicate effectively

The third step to resolve conflict is to communicate effectively with the other party, using active listening, empathy, and respect. Communication is essential to clarify misunderstandings, express feelings and concerns, exchange information and ideas, and build trust and rapport. You need to communicate in a clear, concise, and constructive way, avoiding blame, criticism, or judgment. You also need to listen attentively, acknowledge the other party's views, and ask open-ended questions to explore their interests and needs.

4 Negotiate constructively

The fourth step to resolve conflict is to negotiate constructively with the other party, aiming for a mutually acceptable solution that satisfies both sides. Negotiation is a process of dialogue, persuasion, and concession, where both parties try to reach an agreement that meets their interests and needs. You need to negotiate in a fair, transparent, and collaborative way, focusing on the problem rather than the person, exploring options rather than positions, and finding common ground rather than differences.

5 Implement and monitor the solution

The fifth step to resolve conflict is to implement and monitor the solution that has been agreed upon by both parties. Implementation is the action phase, where both parties carry out their responsibilities and commitments according to the solution. Monitoring is the evaluation phase, where both parties check the progress and results of the solution, and provide feedback and support to each other. You need to implement and monitor the solution in a timely, consistent, and accountable way, ensuring that the solution is effective, efficient, and sustainable.

6 Learn and improve

The sixth step to resolve conflict is to learn and improve from the experience, using reflection and feedback. Learning and improvement are the outcomes of the conflict resolution process, where both parties gain new insights, skills, and relationships. You need to learn and improve from the conflict resolution process, by reviewing what worked well and what did not, identifying the strengths and weaknesses of your strategy, communication, and negotiation, and applying the lessons learned to future situations.

7 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?