Conflict Resolution Protocol
General Rules
• The goal of this protocol is to result in a win/win situation.
• This protocol includes personal, group, and job performance conflicts.
• This protocol indicates the rights of all in conflict situations.
• Don’t seek the opinions of outside parties on an internal conflict or its resolution.
• No triangling or stamp collecting.
• Coaching prior to the first meeting is acceptable with a caution not to triangle (not
to take sides). The emphasis of coaching should be on encouraging the conflicted
person to talk to the person with whom they are in conflict.
• No swearing or yelling during discussions.
• Use private space for individual discussion.
• Focus issues on the last year (no stamps).
• Can’t bring up old issues (>1 year) after old grievances have been aired.
Individual Conflicts
1. Decide if it is a conflict we can resolve.
2. Discussion will not be closed until every party in the conflict has had a chance to
speak.
3. Use the RISC/PAUSE Strategy:
The RISC strategy is a four-step process to serve as a tool to help manage the
information in specific, behavioral terms when dealing with conflicts:
• Report: Describe the behavior in factual terms
• Impact: Express the impact of the behavior on you in feeling terms
• Specify: Tell them specifically what behavior you prefer
• Consequences: State the positive and negative consequences you are
willing to put into place if the behavior doesn’t change
The PAUSE strategy is a five-step process that helps you to respond in a conflict
situation:
• Paraphrase the objection
• Ask open-ended questions for more information or elaboration
• Use time to ask yourself: Do I need time to cool down? (move from
fight/flight response)
• Summarize agreements to close
• Evaluate whether you should schedule another meeting
4. First attempt to resolve the conflict: Go to the person and have a one-on-one
discussion.
a. Investigate the mood of the person
b. Look for an appropriate time to meet
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c. The option to invite an agreed upon trained “mediator” to encourage
both parties to use RISC and PAUSE, that has no prior knowledge of
the conflict, is acceptable
d. Use RISC to speak assertively
e. Person responding should use PAUSE
5. Second attempt to resolve conflict: Go to the person and have either a second
one-on-one or involve a third party (one-on-two)
a. The third party is there only to witness and confirm the process and
not take sides
b. Investigate the mood of the person
c. Look for an appropriate time to meet
d. Use RISC to speak assertively
e. Person responding should use PAUSE
6. Third attempt to resolve conflict: Bring the conflict to the team for resolution
a. Select a mediator who remains neutral and guides the conflict discussion
b. Set group ground rules for the conflict resolution session
c. Hear each side of the problem without interruptions
d. Use RISC to speak assertively
e. Person responding should use PAUSE
f. Identify what needs to happen to fix the problem
g. Make appropriate amends and apologies
h. Identify the agreements people are willing to make to help eliminate
the problem
i. Set up a time to revisit the problem to be certain it is resolved
j. If resolution by consensus cannot be met, the team can only decide on
future actions, not discipline for a past action
7. If the person does not respond to the team’s effort toward conflict resolution, the
situation is referred to the Team Coach or Team Sponsor for disciplinary action
or other handling.
Group Conflicts during Team Meetings
1. Use facilitator and process observer to intervene and surface the conflict.
• Facilitator/process observer has the authority to stop and/or interrupt the
meeting.
• Breaks can be called to help members deal with emotional reactions.
2. Process observer or any team member may reflect on what is happening on a
“process” level.
3. Facilitator will help the team clarify the agenda outcome desired.
4. Throughout the discussion, the team will try to use the term “we” rather than “I”.
5. Facilitator will check for an “attitude of resolution” among the people involved.
If emotions are high, it may be important to take a break and walk around to help
relieve tensions.
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6. The facilitator will help the group find points of agreement, rather than allowing
people to state and restate positions.
7. When the discussion has been narrowed to just the points of disagreement, the
facilitator will help the team focus on common interests and generate ideas that
everyone can live with.
8. The facilitator will ask the whole team to express “feelings” around what’s
happening within the group or to share their “side of the story.” Each person will
listen without interruption.
9. RISC/PAUSE will be used to focus on behavior and successful feedback with
regards to the problem.
Group Conflicts Between Two or More Teams
1. Depending on the size of the teams, it may be necessary to select “delegates” from
each team to discuss the conflict situation. If representatives are selected, it is best
to have at least one individual who is calming able to state the problem in noninflammatory terms.
2. The team that is initiating the conflict resolution session should notify the other
team in writing about the desire to hold a conflict resolution session and the
nature of the conflict in brief detail. Teams are encouraged to use the R and I
portions of RISC when describing the conflict.
R = Report the facts
I = State the impact (in feeling) that the actions/behavior
is having on the team
3. Ground rules for handling the discussion will be established and agreed to by
both teams (representatives) at the beginning of the conflict resolution session
before any specific discussion begins. These rules will be posted for all to see.
4. Process observers may be selected to assist with adherence to the ground rules.
5. An outside, neutral facilitator may be used to manage the discussion. Both teams
must agree to this facilitator before beginning.
6. Teams may find it helpful to select one person who will serve as a spokesperson
for the team, rather than having numerous people speak.
7. After both parties have been heard, the teams will attempt to identify the
common concerns being expressed and try to brainstorm ways to reduce or
eliminate the concerns.
8. If the teams are unable to resolve their differences and identify ways to address
the problem(s), the next step is to ask that the coach or team sponsor serve as an
arbitrator to resolve the conflict. As arbitrator, the coach is allowed to make a
decision that will be final and binding for the teams.
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