Conflict Resolution
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Conflict can occur at multiple
levels…between people, teams, departments,
divisions, organizations.
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Most conflict, between parties of good will,
is avoidable and resolvable.
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Conflict is often a function of:
° Different data/information
° Erroneous assumptions
° Narrow, parochial perspective
° Failure of parties to articulate needs
° Disagreement over solutions
° Some or all of the above
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Conflict becomes entrenched when parties move from “trying
to understand” to “I’m right…you’re wrong.”
CMA Approach
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Gain an understanding of the conflict situation and the larger context in which it exists.
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Design a process to establish rapport between CMA and each party.
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Conduct consultative dialogue to get each party’s perspective.
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Facilitate dialogue between the parties toward a goal of resolution.
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Resolution defines what each party will or
will not do. This sets the stage for future accountability.
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