Managing Conflict and Change

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1. Describe methods of managing conflict and change.

A Rational Way of Resolving Conflicts

Facilitate a constructive problem solving dialogue with key individuals or groups when there is a conflict. Clarify the consequences of not resolving differences, identify potential opportunities for compromise, and summarize the benefits of reaching a mutual resolution for everyone involved.

Here is a model that may help in resolving interpersonal conflicts.

1. Identify the Problem:. Have a discussion to understand both sides of the problem. The goal at this initial stage is to say what you want and to listen to what the other person wants. Define the things that you both agree on, as well as the ideas that have caused the disagreement. It is important to listen actively to what the other is saying, use "I" statements and avoid blame.

2. Come Up With Several Possible Solutions: This is the brainstorming phase. Drawing on the points that you both agree on and your shared goals generate a list of as many ideas as you can for solving the problem, regardless of how feasible they might be. Aim toward quantity of ideas rather than quality during this phase, and let creativity be your guide.

3. Evaluate These Alternative Solutions: Now go through the list of alternative solutions to the problem, one by one. Consider the pros and cons of the remaining solutions until the list is narrowed down to one or two of the best ways of handling the problem. It is important for each person to be honest in this phase. The solutions might not be ideal for either person and may involve compromise.

4. Decide on the Best Solution: Select the solution that seems mutually acceptable, even if it is not perfect for either party. As long as it seems fair and there is a mutual commitment to work with the decision, the conflict has a chance for resolution.
Implement the Solution. It is important to agree on the details of what each party must do, who is responsible for implementing various parts of the agreement, and what to do in case the agreement starts to break down.

5. Continue to Evaluate the Solution: Conflict resolutions should be seen as works in progress. Make it a point to ask the other person from time to time how things are going. Something unexpected might have come up or some aspect of the problem may have been overlooked. Your decisions should be seen as open to revision, as long as the revisions are agreed upon mutually (http://www.drbalternatives.com/articles/cc2.html).

Dealing with Disruptive ...