Conflict Resolution Process

Negotiation

• Negotiation is the process of discussion between two or more individuals who seek to find a solution to a common problem.

• It can be cooperative when both sides seek a solution that is mutually agreeable.

• Alternatively, it can be confrontational, when each side seeks to stand their ground against each other.

Agreement

• Agreement is the positive outcome of mediation.

• Mediation is a method of conflict resolution that is carried out by an unbiased individual who works with the disputing parties to help them improve their communication and their analysis of the conflict situation.

• This process enables individuals to choose an option for resolving the conflict that meets the interests or needs of all parties involved.

Resolution

• Resolution refers to the process of resolving the dispute by providing for the needs of the disputing parties and adequately addressing their interests so that they are satisfied with the outcome.

Roles of Support People

• Advocates and mediators all play a similar role in conflict resolution

• Aim to represent and work with an individual who may need support/encouragement

• They do this by listening, asking questions, providing strategies, discussing consequences, supporting and providing information or referring for help until the matter is resolved.

Outcomes of Conflict Resolution

• Depending on how conflicts are resolved different outcomes can result

• Some conflicts can be resolved and in a way that satisfies the needs of both parties. In other cases, in order to resolve a conflict, the needs of one or even both parties involved might need to be sacrificed.

• These three possible outcomes can be described as:

  • Win-win

  • Win-lose

  • Lose-lose

Win-win

• Needs of each party are considered to allow for a mutually agreeable decision.

• Communication is open and direct

• A collaborative problem solving strategy is employed.

• Relationship of both parties is paramount.

Win-lose

• This is the most common outcome and reflects the competitive nature of people and society.

• Creates an us and them mentality.

• The loser may seek reprisal.

Lose- Lose

• The disagreement is seen as inevitable, so conflict is smoothed over in the least painful way; with neither party as the victor.

• Each party gets some of what it wants - partial satisfaction.

• Openly used to prevent a win-lose situation from occurring.

Activity

1. Identify the two points of view and explain why they exist.

2. Describe the role of advocacy in this instance.

3. Discuss how the problem is affecting the wellbeing of the individuals and groups concerned.

4. Determine some strategies that could assist the parties involved to resolve the conflict.

Suggested Scaffold

1. Describe the conflict - background information and groups involved.

2. Outline the causes of conflict.

3. Identify suitable support people who could assist in conflict resolution.

4. Discuss each step of the conflict resolution process (negotiation, agreement, resolution)

5. Evaluate (make judgments) on the extent to which support people can assist in conflict resolution - can this conflict be solved????