575 Twelve Steps To A Win-Win Conflict Resolution Part One

THE Leadership Japan Series by Dale Carnegie Training Tokyo Japan

“Remember that other people may be totally wrong, but they don’t think so”. This quote from Dale Carnegie sums up the problem. All those other people we have trouble with had better fly straight. All they need is a better understanding of why they are wrong and we are right. By force of will, strenuous, sustained argument and politicking, we will win the day. Or will we?

Actually, getting a clear win in internal conflict situations is rarely the result. Battles may be won, but wars are lost. Energy that should be directed at the competitors is instead turned loose on our own team members, to no good outcome. We need to be able to deal with internal conflicts in a way that resolves the issues in a positive way. Not so easy!

Conflict is with us everywhere, every day. That is the nature of the human condition. We have different desires and thinking. Some conflicts can be very low level and minor and we continue to cruise through the day. In other cases, however, it becomes a lot more problematic.

In any organisation, when the machine is fighting against itself, progress becomes suspended. Instead of concentrating on beating the other guy, we have suddenly become locked into an internal battle against ourselves. In large firms, these can be driven by powerful personalities thrusting themselves forward to get to the top. They bring their divisions with them into the fight and a lot of energy and time is wasted dropping large rocks on our own feet!

We need to see the bigger picture here and look for how we can marshal our strength, access the diversity in our ranks and maximise the creative possibilities rather than concentrating on the battling ourselves.

People tend to gravitate toward extremes. They either fold and don’t stand up for what they feel is right or they try to bulldoze everyone else and make them bend to their will. If we want progress, we need a better way forward, achieved through compromise and collaboration.

In Part One we are going to cover six fo the twelve Win-Win steps we can take to turn things around.

1. Have a positive attitude

Our attitude is a big factor. If we shift our thinking to how this conflict situation can be converted into a learning and growth opportunity, we will have more success. Easy to say, but not so easy to do! We have to step back from the fray and think about the bigger picture. Our rivals are not dead, the market ignores our internecine feuds, and clients don’t care. How can we afford to be focused inwards when there is so much happening on the outside of the organisation? We have to become positive we can put the conflict into context and deal with it on that basis.

2. Meet on mutual ground

Find a neutral location to remove all the residue of the past from the front of your mind. Meeting rooms are rarely the best choice for a meeting when we are in conflict with someone. There is a formality about the situation, which can hinder gaining the flexibility we need to resolve this disagreement. Go outside to a coffee shop or meet over lunch and try to “change the air”. Find a mutually agreeable time when you won’t have interruptions. Turn the phones off and give each other the time to be understood. Don’t try to deal with complex conflicts over the phone, online or by email warfare – always, where possible, do it face to face.

3. Clearly define and agree on the issue

We might be arguing at cross purposes, so let’s clarify precisely what the real issue is and concentrate on that. If it has many facets and is complex, let’s break it up into component parts. Attach priorities and start with the most pressing core issues.

Misunderstandings based on language usage happen all the time. We need to agree on the thing at stake in a way which both sides understand. You meet people who are hard to understand. Their way of expressing their thoughts is unclear to us and we struggle to get their point. We need to get clarity on what we both mean and what we are worried about.

4. Do your homework

Think about the issue from the other side’s perspective, as well as from your own. Normally, we don’t do this because we are fully focused on ourselves, what we want and why we want it. Some points are must haves and some are nice to haves – let’s be very clear about which is which.

Also, at the very start, define your BATNA or Best Alternative To A Negotiated Agreement – basically your walk away position. There may be no way to resolve the conflict and we have to push it up the hierarchy for resolution. This is usually not appreciated by the big bosses. They expect us to thrash it out amongst ourselves and let them concentrate on their own work.

5. Take an honest inventory of yourself

You know yourself. You know your own “hot buttons” that need to be reined in. Are your feelings leading the charge or is your brain determining how this should progress? Being told “no” is usually a powerful trigger for the adrenaline to hit the bloodstream, as we go into fight mode. It always works with me! I know that, so I have to control myself and calm down before I say something on the spot which I will regret at leisure.

6. Look for shared interests

Conflict pulls you to the extremes and compromise meets in the middle. To get agreement, we need to emphasise where we are similar, have shared interests and objectives. Move the discussion to the future, rather than raking over the coals of the past disputes, crimes and misdemeanors. Usually there is a small percentage of the issue which is the real sticking point. Rather than butting heads on that difference immediately, we can isolate out the areas where we agree or where we can compromise. This builds up a positive energy of cooperation and it is no longer an all-or-nothing conversation.

We will continue with points Seven through Twelve in Part Two.