Managing issue-based conflict

The Canadian Institute for Conflict Resolution suggests these techniques to help manage issue-based conflicts.

• Acknowledge the value of different views. Acknowledge the value and importance of divergent views in making decisions.
• Practise good listening skills. Practise and encourage good listening skills, understanding and respect. Clarify the ground rules for effective communication, for example:
  • discussions are confidential
  • others are allowed to have their say
  • there is group ownership of problems and solutions.
• Focus on issues rather than personalities.
• Name the problem. Help the parties define the issue. State what you understand it to be and seek agreement between them on a clear definition of the issue.
• Seek agreement on outcomes. Seek agreement from the parties on the objectives, outcomes or decisions sought, by placing this item on the board agenda.
• Help parties identify why the issue is important. Seek consensus from the parties on why the issue matters, rather than encouraging more debate on who has the best solution or idea.
• Conduct a role-play. Ask each to step into the other’s shoes and role-play the debate from the other’s perspective.
• Summarise the discussion. Paraphrase or summarise the discussions several times until there is consensus on points of agreement and disagreement.
• Seek compromise. Encourage the parties to suggest new insights or compromises. Seek agreement on a compromise.
• Restate the solution. Restate the favoured solution. Check with parties to see if it is acceptable and if it will allow them to resolve the matter.
• Document the decision. Table or document the item to be dealt with after a cooling-off period.