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Conflict Resolution Protocol

It is likely that in the course of close collaboration conflicts may arise. It is important to establish a well-defined protocol for conflict management before the issues appear, and aim to resolve conflict as quickly as possible. The collaborative should also develop a policy for determining the roles of leadership in addressing conflict, including when external help may be needed. Each organization’s culture should be taken into account when determining a resolution process.

Create a formal protocol outlining the procedure for conflict management. For example, individuals experiencing conflict may first seek advice from a designated person who is familiar with conflict resolution within a given amount of time; if unresolved, individuals may be referred to an additional third party mediator; if still unresolved, referral to an external source may be necessary.

Considerations for Creating a Conflict Resolution Protocol

  • Implementing both informal and formal complaint processes. Informal processes may include discussions with a collaborative leader or other point person, and formal processes may include written or oral complaints that require investigation.
  • Appointing a “Dispute Resolution Coordinator” as the initial point of contact for individuals seeking conflict management. The coordinator should be able to provide guidance about what method of conflict resolution to use and refer people to the next point of contact.
  • Using a mediation process for conflict resolution, in which a neutral third party sits down with the parties in conflict to look for mutually acceptable solutions. You may consider appointing a mediation committee.
  • Training leaders, meeting facilitators and collaborative members in personnel management and conflict resolution.

Five Tips for Resolving Conflict

1.When a problem arises, make sure it is thoroughly explored until everyone understands what the problem is.

2.Consider why the problem exists and what the causes are before proposing answers.

3.Make sure everyone involved discusses the pros and cons of several different alternative solutions to a problem. Do not necessarily accept the first solution that is proposed.

4.When a group decides upon which solution to adopt and implement, make certain it is clear what the decision is, who should carry it out, and when. Do not assume that those involved will take care of issues without much structure.

5.Follow up with decisions reached at meetings to see how they work out in practice.

For More Information

Resolving Conflict in Non-Profit Organizations: The Leader’s Guide to Finding Constructive Solutions This link will open a new browser window., Marion Peters Angelica, Fieldstone Alliance.

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