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Peak Performance In Conflict Resolution™

Conflict Resolution

Effective conflict resolution is based on a common sense approach.  Usually, conflict can be reduced to differences of opinion on how to reach a solution by starting with clarification of goals.  The approach we have developed calls on a number of aspects of personal interaction and awareness of the fact that win-win is always the best going-in position.

Very often, conflict arises simply because there is a lack of understanding of each other's goals. In most cases, conflict can be resolved when those involved turn outward and make an effort to understand the other person's point of view. It is often a mere difference in perspective that results in a significant conflict. To look beyond the appearances and focus on the outcome helps the people involved find a common ground. The situation then becomes one of negotiating the best way of ensuring that both parties' interests are addressed.

The following acronym summarizes the actions required to ensure that conflict resolution is reduced to a manageable task.

R -  respect yourself and others; separate the issue from the person. Remember 
that a human being has value regardless of her opinion or behaviour.
E -  empathize; acknowledge the other persons' right to their feelings. This will
help you understand your own and help reduce the emotional level of the situation.
S -  search for intention; backtrack and clarify to establish exactly where the
other is coming from. You must look beyond words to initiate a positive interaction.
O -  objectivity; focus on the ultimate goal of the exchange. It will ensure progress toward
a desired solution, not one that short-changes one of the persons involved (win-win).
L -  lead with effective questions to address what, where, when, who, how, and why. Help the
other person connect with you, or at least, your desire to share a solution.
U -  understand the other person's point of view. We are all unique. We must learn to walk
in the other person's shoes for a mile before passing judgment.
T -  time your interventions.  Letting the other person have her say reduces the emotional
level. Avoid interruption. Listen actively and attentively.
I -  identify both party's interests which are linked to the issue by brainstorming: don't 
jump to conclusions. Clarify needs and desires before attempting to find solutions.
O -  open and honest communications; say what you mean and mean what you say; be assertive
and positive; use "me" messages; don't try to think for the other person.
N -  negotiate to get a win-win solution; think of the future; long term consequences should
be the over-riding factor. Win-win ensures the most lasting solution.

©Copyright Raymond Perras 1995

We provide coaching in conflict resolution to individuals, groups and organizations. We believe that the joys of life can best be appreciated when harmony reigns. To get more details on our approach, you can reach us at by e-mail. It will be our pleasure to help create harmony in your surroundings.

©Copyright Raymond Perras 1997-2013