Interest-Based Conflict Resolution

MODULE 1...Styles of Conflict Management

There are five basic styles of resolving conflict: Avoiding, Competing, Accommodating, Compromising and Collaboration. Participants are surveyed to determine which style is their dominant style, and outlines the benefits of resolving conflict using the interest-based approach.

MODULE 2...Fundamentals of Communication

Your employees' success in resolving conflict will depend on how effectively they practice basic communication skills, how well they listen, and understanding that communication is a two-way street. An overview of Myers-Briggs helps participants deal with different communication styles.

MODULE 3...Raising Issues

The first step in interest-based conflict resolution is raising issues. By raising an issue properly, we can set the stage early for resolving the conflict productively. Participants will select a conflict situation that will serve as a "thread exercise" throughout the workshop.

MODULE 4...Handling Emotions

A major reason people avoid conflict is that it raises negative emotions. Frequently these negative emotions can block resolution to a conflict. Participants will learn strategies they can use to handle emotions, including their own, and help them stay in control.

MODULE 5...Discovering Interests

To be successful at interest-based conflict resolution, it is important to prepare before sitting down with the other party. One of the most important steps is to think past positions to the underlying interests involved--both yours and theirs--including needs, concerns and fears.

MODULE 6...Generating Options

Once people have discovered their underlying interests, they are ready to come up with a variety of possible solutions, using brainstorming and other techniques to generate options. People need to think creatively about different ways to respond to the issues.

MODULE 7...Using Standards

Sometimes people will disagree over whether a proposed solution is fair. Arguing over fairness can bog down the problem-solving process. Objective and widely-accepted standards can get you out of this dilemma.

MODULE 8...Developing Your BATNA

Before deciding to raise an issue, think about your BATNA (Best Alternative To a Negotiated Agreement). It is like a reserve parachute or "fall-back" position. It is something you can do unilaterally that will give you confidence and help you to not agree to something you will regret.

MODULE 9...Perceptions and Differences

Each of us organizes the information coming into our brain to help us make sense of what goes on around us. The way we see, interrupt and give meaning to events is our perception of the world. Different perceptions are often contributing factors to conflict.

MODULE 10...Developing Agreements

Developing win-win agreements with the other party brings closure to the interest-based problem solving process. Steps include combining options, reaching agreement, drafting the agreement, determining if it should be in writing and finalizing the agreement.