Conflict Management
Conflict management or conflict resolution is the practice of identifying and handling conflict in a sensible, fair, and efficient manner. Conflict is when two or more values, perspectives and opinions are contradictory in nature and haven’t been aligned or agreed about yet. Conflicts may be either latent or manifest, and tend to escalate if not dealt with in time. Usually escalation means that communication between the parties breaks down, and the readiness to use violence (first usually verbal, then physical) grows. We have been trained in conflict resolution and mediation by Prof. Dr. Friedrich Glasl and Rudi Ballreich. Friedrich Glasl developed an overview of nine stages of conflict escalation.
Dynamics of Conflict Escalation
He shows how parties in conflict loose the ability to co-operate in a constructive manner as their successive and mutual experiences are break down. He identifies several “points of no return” which contribute decisively to the escalation (stage 1). In stage 1 (2), there is a hardening of the positions. It is the content of the conflict that is the centre of attention, and the parties trust that it will be possible to solve the problem. In the second stage, polarisation and debate take place. The conflicted parties unite within themselves (cohesion), and stereotypes develop. When they reach the point where they feel that talking to one another is not productive, they “create facts” (stage 3: “deeds instead of words”). From there the relationship to the opposing party becomes a central part of the content of the conflict itself. “There’s no use in talking to them,” is the experience, “now we have to act!” From now on behaviour towards one another becomes more clearly negative, as do the notions the opponents have of each other. As the conflict constellation deteriorates, the parties slide into a situation where each feels threatened and endangered by the actions of the other (stages 4-6). In stage 4 the relationship becomes the problem. Stereotypes, and “win-lose” situations arise. In stage 5 direct attacks on the position of the opponent begin, and each party seeks to “expose” the “true character” of its opponent causing him to loose face. In stage 6 the threatening begins, and isolated violent acts might happen.
The next decisive threshold is crossed when threats and ultimatums are superseded by (still limited) actions directed against the power base of the organisation or group concerned (stage 7). From this moment on the parties no longer see each other in human terms but see only objects that they want to be rid of (stages 7-9). From now on the violence directed toward each other becomes the predominant issue of the conflict. In stage 8 the basis of power and existence of the opponent are targets, and mutual destruction takes place. In the 9th and final stage there is total confrontation even at the price of one’s own destruction. The only goal is to eliminate the opponent.
