When the
Discussion Gets
Stalled or Heated
Chapter 9
Outline
Conflict Defined
Conflict Resolution Approaches
PURRR Procedure
Responding to Conflict
Handling Impasse
Conflict as a Choice Point
Identify Compatible Interests
Handling Deception
Gender Differences
Conflict Defined
To be in opposition
To be contradictory
An open clash between two opposing groups
Synonyms:
•
Discord
•
Dispute
•
Struggle
•
Resist
Conflict Resolution
Approaches
FastSlow Approach
•
Negotiation parties rush to reach an agreement, may have
ignored important constituencies and then the agreement
faces extreme difficulties in the implementation phase
SlowFast Approach
•
Negotiations are conducted slowly to ensure that the final
agreement is responsive to major constituents providing
greater speed in implementation
SlowSlow Approach
•
Time is taken to consider, select and apply solutions
PURRR Procedure
Pause when formulating
judgment
Understand what was meant by
actions or words
Reflect on information and ask
for additional information
Reinterpret by applying an
alternate explanation
Redirect conversation toward
goals
Responding to Conflict
Maintain even disposition
Ask clarification questions
Delay with process not contention
Seek advancement on less contentious issues and return to
others later
Reposition or frame in positive, mutualgain terms
Frame differences as natural
Find common ground through value linking
Emphasize what has been accomplished
Encapsulate conflict issues
Avoid petty issues
Meet halfway