Abstract

The conflict resolution diagram is a win-win alternative to traditional conflict resolution. It leads to outcomes that satisfy both sides. This is especially important when conflict is so subtle that its underlying problem is difficult to resolve. There are six steps to building and using the conflict resolution diagram. First, clearly express each side's position. These are called the prerequisites. Second, find out each side's immediate need. These requirements are written to the left of their prerequisites. Third, identify a common objective for the two sides, and place it to the left of the requirements. Fourth, improve the diagram by examining the statements and connections. Do this by reading the diagram from left to right. Fifth, list the underlying assumptions made by each side. Sixth, by identifying invalid assumptions in the previous step, it should be possible to introduce injections. These are actions, conditions, or circumstances that replace at least one of the prerequisites. Injections then become solution ideas. This article uses an information systems problem to explain the six steps. The article is an excerpt of chapter 6 from the author's book, Breaking the Constraints to World-Class Performance (ASQ Quality Press item H1003).