By Dr. Shirley J. Caruso, Ed.D.
The collaborative problem-solving approach strives to build consensus. It involves identifying the problem or issue and then engaging group members in analyzing the facts of the current situation, generating creative ideas, and agreeing on a course of action. All group members are allowed to input ideas and are encouraged to listen and build on each other’s points.
The Collaborative Conflict Management Process
The steps in the collaborative conflict management process are as follows:
- Create a clear statement of what the situation or problem is.
- Insure that all members agree with the statement.
- Help the members create a goal statement that describes what the situation would look like if the situation or problem were resolved.
- Set time limits for each step of the collaborative conflict management process.
- Make sure group norms are in place.
- Explain the collaborative process by emphasizing the need to analyze objectively before jumping to solutions.
- Make sure all group members are heard and that there’s an objective exploration of the current situation or problem.
- Use brainstorming or anonymous brainstorming to generate a range of possible solutions.
- Establish objective criteria for finding the best solution by using a decision grid.
- Make sure that the what, how, who and when are specified when developing a plan to implement the agreed-upon solutions.
Compromising and Accommodating
Compromising is used when two groups have formulated strong positions. Neither group feels they can accept the position of the other, so a neutral middle ground needs to be developed.
Accommodating is appropriate in situations in which one group is only slightly interested in the problem, while the other group is deeply interested. Accommodating is focused on keeping the peace. This approach can involve asking everyone to just get along or asking one person in a conflict to give in to the others. Accommodating is the correct approach to take when the investigation of the problem reveals that one person is wrong. The consequence of accommodating is that the underlying issues are often left unsolved in the interest of keeping the peace.
General Principles of Good Feedback
Following general principles of good feedback can help to foster good communication among group members.
When Giving Feedback
Tell the other person what you notice or what has happened in a factual manner. Do not comment about him or her as a person. The feedback should be descriptive rather than evaluative. The description of what has happened should be formed on facts rather than impressions. In most cases, feedback should not be imposed. Ask the other person if you can offer feedback. If the person says no, respect that the timing for feedback may not be right. Ask the person to schedule a more convenient time to talk keeping in mind that feedback should be given as soon as possible after the situation requiring feedback. Offer suggestions for improvements that the person receiving the feedback is capable of putting into practice. Make sure that your understanding is accurate and reasonable by checking with the person, or even with others. This can help avoid misjudging the situation. Show that you care about the other person by offering feedback with the intent of helping the other person.
When Receiving Feedback
Demonstrate that you are listening attentively by making eye contact with the speaker. Make sure that you understand what is being said by paraphrasing, or asking questions. Stay relaxed by taking a deep breath, relaxing your body posture, and speaking slowly. Make sure you understand the other person’s perspective before you offer your side of the story. Even if you don’t agree with the feedback, it is sure to contain some valuable ideas. By accepting these ideas, you are showing respect for the other person’s perspective. Offer your own ideas as well. Your energy should be focused on improving rather than disagreeing with observations.
Summary
The collaborative problem-solving approach helps to build respect and trust among group members. The more regularly the group meets to discuss problems or situations, the more respect and trust are built.
Image source: https://bookboon.com/blog/2019/04/managing-conflict-5-steps-for-managers/
I felt this article was very through and on point. As soon as I read the description re: “Collaborative Conflict Management Process” I knew it was very detailed, but then I thought this process is not always so easily approached in real life, especially based off of my experiences in a corporate atmosphere. Usually no one can come to a decision without stressing their opinion is more appropriate, but then I went on to read the next section regarding “Compromising and Accommodating” and that is exactly what happens and it touched base on my thought, most likely one does have to give in to the majority by accommodating or contest for a compromise. A added note thought is that I think it also depends on those who have experience who are making the decision, for instance if one is in on the actual decision making yet fairly new to the group, he or she may have to “prove themselves” with actions that bring results before actually being taken seriously by the rest of the group. Overall I felt this article covered a clear/factual grasp on what it means to deal with conflict management.
If organizations and business professionals practiced this approach I believe companies would be more successful. Methodical problem solving does not seem to be utilized where I work. Typically it is more of a dictatorship, the manager tells their subordinates what to do and how to do it. Feedback is rarely requested or accepted from people who really need to provide it. I find that accepting feedback is generally viewed as criticism and people take it personally. I especially liked the point made about “energy being focused on improvements and not on disagreeing with observations”. It really made me think about how I react when I receive feedback from others. I need to focus on not taking comments which I disagree with in a personal manner.
This is a very clear cut article that I enjoyed. From my experience, conflict is inevitable at school, work. and even in our personal lives. Timing seems to constantly be a problem. In the article, you state “If the person says no, respect that the timing for feedback may not be right. Ask the person to schedule a more convenient time to talk keeping in mind that feedback should be given as soon as possible after the situation requiring feedback”, which is the most challenging task for me to do in the workplace because so many people try to avoid discussing problems revolving around conflict. From my experience, employees and co-workers try to postpone discussing conflict because they are narrow minded and feel like they are going to be blamed instead of having an open discussion to resolve the problem. Most employees take the view point of “us against them” which creates conflict and makes them un-receptive to feedback or try to avoid it all together. This article provides a great guideline to follow to minimize conflict and utilize mediation methods to implement.
I felt the article was clear and to the point. The emphasis on providing good feedback was particularly interesting. I was glad to see that body language was mentioned since it is commonly overlooked since giving and receiving feedback with appropriate body language can have a great impact on cohesiveness and respect within the group. The steps in the collaborative conflict management process are written with great details and are easily relatable to any work place or social setting. Overall this article is a great take away to reference in the future.
Spot on. This presents a rational, adult methodology for managing that which confounds many of us – conflict with our fellows and what is, in a larger sense, the cause of wars. It is a coherent, applicable set of tools for getting at the root cause while removing the most corrosive element in all conflict – emotion. It re-focuses the discussion on the problem and not the persons involved. This will (hopefully) serve to result in resolution.
I like it. I want to know more. I’d like to apply it at work and in my personal life.
Human beings don’t have to learn how to resolve conflict – we can continue as we have for millenia. It’s counter-productive and painful, but we engage in it every day in every city, town and village so it must be something we need to do. Figuring out a way to turn it around and into something more constructive with its aim to problem-solving would make this planet a better place to live and further our journey.
I feel that conflict management skills are needed in organizations today. I feel that conflict management skills should also be taught in schools early on. This is something that everyone can incorporate into their behavior and lives. I do feel many corporations do not practice conflict management, because Corporate America is such a political playground. I enjoyed the General Principles of Good Feedback section, because I feel feedback is key to good communication, and in turn a good relationship.
This is great! All of these items seem like common sense and we should all know that we need to take these proper steps in order to collaborate with others. Unfortunately it is not and it nice to see this in a simplistic way to reference it.
I love this point…”Make sure all group members are heard and that there’s an objective exploration of the current situation or problem.” I feel this is very important because NOT ALL group members are heard. We need to take the time to listen to others and recognize that there are some great ideas out there.
Referring back to the section on “Compromising and Accommodating” I will like to point out that this might be one of the most crucial elements in the “problem -solving approach”. Usually all of this material sounds like common sense, but few individuals truly practice it. I believe that most people will have a hard time accommodating to other people’s views or preferences if they disagree with them. This is what good leadership is all about. When people have different points of views and somebody gets ignored, the process of problem-solving is broken. It is a very common practice to go with the majority and ignore the minorities. Instead, we should persuade the minority in understanding the viewpoint of the majority to engage them and continue to have their support.
I liked this article. Discussing the difference between Collaborating and Accommodating is important especially within the work environment. Mentioning good feedback practices is also very important. Talking about the body language aspect is good to keep in mind and not everyone understands how important body language is.
This article is very interesting because it describes things that are common sense. Yet, I have noticed that many people do not know this information and they do not know how to deal with conflict. I think that it would be good to present this information to everyone, especially at workplaces. If everyone followed what the article says, it would be more enjoyable for people to work together.
Conflict Management and Resolution skills are an important part of working in an organization. It it is crucial that they are simple and to the point. This article is a good guide that can be used by any organization. Many of the points listed are at times overlooked and therefore no solutions are made. I am glad there was a portion in this article that talked about feedback, it is important for people to give feedback appropriately and effectively.