Utilizing an eight-step conflict resolution process to reach an agreement
Abstract
Volunteers and service members give time and energy to the organization or agency where they serve. Despite their best intentions however, sometimes conflict does occur. This effective practice outlines eight steps in conflict resolution for reaching an agreement. This eight-step conflict resolution process is from the training manual, Face to Face: Resolving Conflict Without Giving In or Giving Up (National Association for Community Mediation). Campaign Consultation, Inc. shared this material at the National Senior Service Corps Atlantic Cluster Conference, held July 25-27, 2001 in Philadelphia, Pennsylvania.Issue
Reaching a mutually satisfactory agreement between parties in a conflict situation can be a challenge, but is a skill that can help foster program harmony and success.Action
Step One: Deal Effectively with Anger
You can't negotiate a good agreement if you and/or the other person are too angry to think straight or if you don't acknowledge your feelings.
Step Two: Do Your Homework (think before you approach)
- How does this conflict affect us?
- What interests or values are at stake for each of us?
- What prejudices or assumptions do we each have about the other?
- What approaches or style would be best here (avoid, compete, collaborate)?
- If I want to collaborate, what would be the right time and place to initiate that?
- Invite the other person to negotiate. ("Could we talk?")
- State positive intentions. ("I'd like to make things better between us.")
- Acknowledge and validate the other person. ("I can see this is difficult for you too." "Thank you for working with me on this.")
- One person talks at a time.
- Work to improve the situation.
- Stay calm.
- One at a time, each person shares issues and feelings.
- Use effective listening and speaking techniques.
- Identify interests and needs.
- If necessary, discuss assumptions, suspicions, and values.
- Summarize new understandings.
- Each person contributes ideas to satisfy interests and needs.
- Don't criticize or evaluate ideas yet.
- Be creative.
- Use "I can..." or "We could..." rather than "You should..." or "You'd better..."
Solutions should be:
- Mutually agreeable
- Realistic
- Specific
- Balanced
Step Eight: Follow Up
- Solutions should address the main interests of both parties.
- Check back with each other at an agreed-on time and date.
Context
Founded in 1988, Campaign Consultation, Inc. works with individuals and organizations at local, state, national and international levels to achieve community development, fund raising, diversity utilization, issue advocacy, media and marketing, public policy as well as organizational and business development success.
The Atlantic Cluster Conference in Philadelphia concluded the 2001 conference season with more than 500 participants including 233 project directors and 120 sponsor executives and representatives. Through the 2001 Senior Corps Cluster Conferences, a total of nearly 1,400 project directors and 600 sponsor executives joined together to discuss the future of senior service and explore creative ways to maximize senior volunteerism.
Citation
National Association for Community Mediation. Face to Face: Resolving Conflict Without Giving In or Giving Up . Washington, D.C., 1996.Outcome
Reaching a mutually satisfying agreement allows volunteers and service members to continue their important work and learn more about themselves in the process.Posted On
September 3, 2002Resources
From The Resource Center library:
Face to Face: Resolving Conflict Without Giving In or Giving Up
Item number: C1907
Related Practices
Related sites
National Association for Community Mediation