The principles of conflict resolution are based on the philosophy that dialogue in a safe environment can break through communication barriers and foster collaboration. You might consider adding the following communication tips into your current communications approach.

• Be aware of your own cultural lens -- the beliefs, values, biases which shape how you view things.

• Identify and involve the interest groups who have a stake in the outcome of the policy, plan, etc.

• Hold fair, objective one-to-one discussions to "vent" hostilities, and identify underlying emotions or interests.

• Use a neutral facilitator for meetings or planning sessions, if possible. Make sure facilitator’s role is understood.

• Make sure that attendees know why meetings have been called, and what is expected of them.

• Establish ground rules for an "attack-free" safe haven for dialogue.

• Focus on the problem or issue, not the person.

• Use language like "I perceive...." or "it seems to me...." to acknowledge that everyone may not share your perspective.

• Reiterate that personal attacks and blame aren’t constructive.

• Promote dialogue, not monologue. Don’t let one person dominate the discussion.

• Use flip charts or boards to create a visible record of conversation. This ‘community record’ assures attendees that they are being heard.

• Identify and reiterate common ground and common goals. Focus on shared interests and concerns.

• Try to reach consensus, even if the group simply reviews points of agreement.

• Recap discussion by summarizing the meeting and future action.

• Supplement meetings with a variety of other communication vehicles to keep participants up-to-date on the decision-making process.

Since each situation is as unique as its mix of participants, avail yourself to the wealth of reading material that exists on conflict resolution, negotiation, and consensus- and team-building. You might also consider gaining experience through community-based conflict resolution volunteer programs, or a training program or consulting firm that takes into account the special needs of your organization.

This information is provided as food-for-thought, not as customized counsel. The most effective leadership, organizational and communication plans are those that have been tailored to meet your unique needs and organizational culture. Please use these tips mindfully. Questions? Consult with your own qualified adviser, or email us for ideas.

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