Conflict Resolution
Conflict
Resolution
By
Jim Butcher
Communication
is an essential part of conflict and conflict resolution and is what can make a
conflict destructive or constructive. Commonly communication is the idea of
information transfer and the mental representations of the individual. It entails an assortment of strategies and
techniques that aid interpersonal interaction.
It is also a great way to develop an objective view of the conflict and
make intentions known. Poor communication is a key factor in destructive
conflicts. Accusations, profanity, defensive language, and unwillingness to
listen can escalate matters beyond control. Using good communication
facilitates information-sharing, engaging conversations, and understanding.
When done well, conflicts are more likely to be resolved collaboratively than
becoming destructive. It will allow an individual to suspend judgment of a
conflict and positively impact their perception about conflict.
Good
communication is the cornerstone of constructive conflict resolution and can
help resolve situations by peaceful and collaborative means. Constructive
conflicts encourage open discussion and permit exploration of needs, concerns,
values, and interests. It also provides an opportunity to release bottled
emotions and can create bonds as people spend time working together. This bond
enables them to solve and negotiate other problems or changes. In a
collaborative effort both parties are searching for a win-win solution, which
is defined as “A solution in which the needs of all parties are
satisfied”. This is in contrast to a
win-lose resolution which only one party gains.
To arrive at a win-win resolution requires clear communication and
collaborative negotiation. Effective Communication can be achieved through,
treating the other with respect, not interrupting, acknowledging the right to
choose, speaking for ourselves, being courteous to listen, respecting
confidentiality, acknowledging that it is ok to make mistakes and being an
active listeners.
Poor communication is a deciding factor of
destructive conflict. Certain conditions encourage conflict escalation
including perceive competition, perceive threats, manipulation, and perceive
unfair highlighting of specific personal characteristics of others. Meeting any
of these conditions will result in escalation and the conflict will be more difficult
to resolve. Escalation can have many impacts including, feelings being
undermined, cohesiveness being fractured, polarization, difficulties in seeking
cooperation, differences in values emerge and causing regret.
Moderating
behavior in a conflict opens a wide variety of tools that can be used for
effective communication. Goals are a critical part of moderating behaviors in a
conflict, because without goals there is no conflict. By clarifying and
articulating goals, objectives become apparent. Also everybody receives a chance to explain their position to
reach a mutual agreement. Active listening is another part of moderating
behavior in conflict. Active listening is listening with a purpose. It occurs
when the listener hears the different messages being sent, offers feed-back.
Active listening require, spending more time listening than talking, letting
the speaker finish before talking or responding, asking open ended questions,
and focusing on what is being said. Using active listening skills can help to
minimize or avoid unnecessary conflict. It can bring clarity and understanding
to conversations and interactions with other people.
Other
tools include fractionation, and reframing. Fractionation and reframing are
also a useful way to manage conflict. Fractionation entails breaking a large issue
into less significant parts that will be easier to address and manage. In
reframing you alter the perception to a more positive view and find a
constructive way to describe events. It is about “about changing the verbal
presentation of an idea, concern, proposal, or question so that the party's
essential interest is still expressed but unproductive language, emotion, position
taking, and accusations are removed. Everybody enters into a conflict with
their own interpretation of the problem, disputes, reasons, and the best to
resolve it. The ultimate goal of reframing is to create a common definition of
the problem acceptable to both parties and increase the potential for more
collaborative and integrative solutions. Another approach to reframing is using
new metaphors to describe the situation. Using metaphors that both parties
relate to can help open up communication and increase understanding of the
conflict and possibilities for resolution.
Negotiation
is defined as “a process of communication in which the parties aim to
"send a message" to the other side and influence each other”. In
conflicts negotiations are affected by many different factors. In negotiation power lies in the ability to
favorably affect someone else's decision. The perception of power and the imbalance of power significantly
impact negotiations. Balancing
power helps to avoid conflict, by eliminating emotions and creating accountability.
Accountability helps avoid abuse which will escalate a conflict and lead to
more productive collaborative
negotiations. In competitive situation
power is often perceived as threats of physical force, exertion
of influence, the ability to make such threat. But making threats is a costly
and dangerous way of trying to exert influence and often indicates weakness.
Designation
of power is another way to balance power. The book point out that a good
example of this is when society designates power to law enforcement, elected
officials and teachers it states, “equal amounts of power can be very
beneficial to a conflict. This is when all parties of the conflict are equal on
the level of power and working together towards a common goal. Much like in the
case, both groups set forth what they perceive to be the others point of view”.
Works
Citied:
Wilmot,
W., & Hocker, J. (2007). Interpersonal Conflict, 7th Edition.
New York,
The McGraw-Hill Companies., Inc.