Conflict Management

 

Step 1…Analyze the Conflict

What is the conflict? Who is involved?

 

 

 

 

Step 2…Determine the Management Strategy

What is the best way to resolve the conflict?

 

 

 

 

 

Step 3…Pre-Negotiation

Get all parties involved. Set ground rules and agenda. Set meeting time and place. Get necessary information.

 

 

 

 

 

 

Step 4…Negotiation

1. All parties talk about needs/interests, not positions.
2. List options for solving conflict. Listen to all ideas from everyone. Do not judge ideas. 
3. Determine which options are best. Use objective criteria.
4. Write an agreement.
5. Agree on methods to ensure that all parties will carry out their responsibilities.

 

 

 

 

 

 

 

 

 

 

Step 5…Post-Negotiation

1. All parties confirm support for agreement.
2. Implement agreement and monitor progress.

 

 

Negotiation Skills

 

Separate people from the problem

People have unique needs, emotions and perceptions. Do not place blame.

 

 

 

 

 

Focus on needs, not positions

Interest is a need. A position is what you decide to do about that need.

Ask why a certain position is taken.

 

 

 

 

 

 

Develop optional solutions

Listen to many ideas. Do not judge or reject ideas.

 

 

 

 

 

 

Developing Objective Criteria

Criteria should be fair, efficient and have scientific merit.