Tackling and resolving, a training course on conflict management in NGO's
Introduction In the Autumn of 2012, Platform Spartak organized a Training Course on the Dutch island of Terschelling. Two trainers, two staff-members and 18 participantsfrom all over Europe shared experiences, good practices and possible solutions related to conflict management. With the use of theatre- and role-playingmethods conflict situations were simulated and analyzed, trying to formulate a set of tools that organizations, youth workers and volunteers can use to prevent and resolve conflicts within their team. The project was mainly aimed at organizations that work with an international staff and/or (EVS) volunteers, because in our experience conflicts tent to occur more often within international working spheres. Tackling and resolving, a training course on conflict management in NGO's In this booklet some of the methods and concepts that were discussed and analyzed in the Training Course are collected and brought together in an great infographic, to provide you with some new insights on the topic of conflict resolution.
During the final days of the Training Course we started a plenary discussion onhow the variety of topics that were covered in the program could be integrated into a publication. Since there are plenty of (theoretical) books that explain different aspects of conflicts and methods of conflict management, making another booklet with theory seem rather superfluous. After several brainstorm sessions a consensus was reached on a visual representation in the form of an infographic of the island of Terschelling, using our surroundings, natural and man-made landmarks to display and explain a few different concepts and aspects of conflict management. The ideas and sketches that would come out of our own sessions, would be united into a bigger ‘island-infographic’ by designer Paul de Vreede. Now then, which methods and tools would be the most important to include in this visual representation? What you can see on the right page is a picture of the actual list of potential topics that were brought in by the participants. Out of all topics the following were selected: -
conflict behaviour levels of conflict steps of mediation super conflict-solver positions / needs / values triangle of satisfaction
The next step was to discuss these topics in smaller groups, trying to come up with the best model to represent this specific method. And after that, actually sketching their representation on paper, and presenting their model to the group. The following pages are a collage of these sketches. The Triangle of Satisfaction is represented by the windmill and its blades. In negotiations or decision making processes there are three different, interdependent needs that need to be considered: procedural (How people talk about things), emotional (How people feel about things) and substantive (The things the negotiation or decision making processes are about). All three forms of needs need to be addressed in order to effectively mediate and achieve agreements. Another sketch (the lighthouse) represents the distinction between Position, Interests and Needs. When two parties quarrel, their positions (concretedemands) might seem irreconcilable, but analyzing their underlying interests and needs might make it possible to resolve the conflict. There are a few basic, universal needs (for instance security, identity or survival). On the basis of these needs people pursue certain interests and create positions which they believe will satisfy their interests and needs. The Position is visible (the light of the lighthouse) but is based upon the underlying interests and needs (the underlying structure of the lighthouse). The different Steps of Mediation are represented by a stairway leading upwards. When facing a conflict, a mediator needs to make sure that the following basic steps are followed in order to resolve the issues. First the mediator creates the context (comfortable and private space), explains the process and ground rules of the meeting. This is followed by listening to both actors, which are enabled to tell their story in turn, without interruption.
The different concerns are explained and the mediator sets an agenda. Finally the mediator tries to find a solution that suits both parties and an agreement is built. The shared agreement is confirmed and written down. The Levels of Conflict are visualized by the thermometer and the weather forecast. Conflicts can be classified on the basis of the level of intensity or amount of emotional response they provoke: discomfort (there are palpable signs of discomfort, but the conflict has not clearly manifested itself yet), incidents (an incident has occurred between parties that has led to irritation), misunderstanding (motives are confused and/or misperceived), tension (negative attitudes and fixed opinions put pressure on the relationship) and crisis (behaviour is affected, normal functioning is difficult, escalation has started and the consequences are severe). The specific qualities and skills of the Super Problem-Solver are represented by tortoise Solomon. A good mediator needs to be emphatic and patient, show respect, impartial body language and use active listening to find an agreement between conflicting parties. Obviously the name Solomon is referencing King Solomon, who became the archetypical example of wise judgement. Also the tortoise is often used as a symbol of wisdom, longevity and steadfastness. The Super Problem-Solver is shown with the Triangle of Satisfaction. The final pages of this booklet show the infographic drawn by illustrator Paul de Vreede, combining all of the concepts, theories and methods that are mentioned above into a final representation of conflict- management and resolution.