There’s Never Enough

The problem is that just like the word “fair,” the word “enough” means different things to different people.

And just as there will never be “enough” (and a person should watch using words such as“never” and “always” as well, but for the purposes of this point, we’ll ignore that philosophical admonition)—time, energy, effort, focus, attention, care—there will also never be a truly “fair” solution to a conflict.

Because, what’s “fair” for you, may not work for me. And vice-versa.

So, since there will never be “enough,” let’s instead pursue a process, rather than an outcome; connection rather than avoidance; and relationship rather than keeping track of who’s ahead and who’s not.

Let’s instead pursue managing ourselves, becoming more and more self-aware, and ruthlessly pursuing the truth of our own stories.

Because there’s never enough.

The Ultimate Purpose of Conflict

The ultimate purpose of managing interpersonal conflict is to grow us emotionally in self-awareness, storytelling, emotional management, and moral and ethical character.

There aren’t any apps, searches, or other fancy technological shortcuts for the development of those traits in us.

They Just Don’t Get It

No one will ever know what you know, in the way that you know it, as passionately as you know it, and care about it as much as you do.

So, that solution that you “know” will “work” for the office conflict that’s been going on for years?

The reason that no one is joining you, yet, in adopting your solution, is because the other parties are equally convinced that their solutions will work just as well.

And they are just as passionate as you.

And they are just as caring as you.

And they know just as much as you do about the situation.

And they know what they know in the same way that you do.

So, since all the parties involved are passionate, caring, knowledgeable, and willing to work to get to an equitable solution, why hasn’t there been a solution (yours, of course) accepted and implemented in the last few years?

A lack of desire to explore the skill set of persuasion is at the core of your problem. And the art of being persuasive (along with understanding the science of why persuasion works—or doesn’t) is a key skill set (enveloped inside storytelling) that many well-meaning, solutions-oriented people, miss.

And the art of being persuasive (along with understanding the science of why persuasion works—or doesn’t) is a key skill set (enveloped inside storytelling) that many well-meaning, solutions-oriented people, miss.

Often by a country mile.

The reason why art convinces more than science does is that persuasion is about emotional connections, rather than logical, data-driven solutions to endemic conflict problems.

So, since no one will ever know what you know, in the way that you know it, as passionately as you know it, and care about it as much as you do, then perhaps it’s worth exploring persuasion as a skillset. rather than complaining (or storytelling) more to sympathetic audiences and ears, about how “they, just don’t ‘get’ it.”

Rather than complaining (or storytelling) one more day to sympathetic audiences and ears, about how “they, just don’t ‘get’ it” down “there.”

Avoidance is a Worthwhile Strategy for Addressing Conflict

Avoiding a conflict is sometimes a strategic move.

We avoid conflicts for the obvious reasons that dealing with them makes us scared, threatens our sense of security, or we feel as though we don’t have the competency to address them in a way where the outcome will work for us.

But, then there are the non-obvious reasons to avoid conflicts.

One of which is to have the conflict in another way, in another way, with a party that has already been weakened emotionally by engaging in a previous conflict.

This is practicing avoidance as a negotiation strategy.

Another non-obvious reason to avoid conflict is that telling the story of avoidance has more resonance with another party we are currently embroiled with, rather than telling a story of resolution and success.

This is practicing avoidance as a storytelling strategy.

Still, another reason to avoid a conflict is that we don’t care how the conflict works out because the conflict “working out” is a short-term strategy that changes the balance of power for the other party in the conflict. And quite frankly, we don’t really care about how they work out their problems.

This is practicing avoidance as a long-game, future-oriented strategy.

The non-obvious strategies matter more in the long run than the short-term reasons we articulate, defend, and promote to other people, the other party, or even quietly to ourselves.

More deliberation—and articulation—of the long-term impact of avoiding a conflict as a strategic move, will serve to move the use of avoidance from a tactic we’re embarrassed to employ and lack the appropriate level of self-awareness to explain, to a strategy that has real benefits for ourselves and others.

Anxiety, Worry and Hurry

Worry about things you can’t control and outcomes that are dependent upon other people responding (or reacting) is at the heart of anxiety.

Our modern struggle with anxiety comes from three areas: Our desire for immediacy of outcome (or resolution); Our lack of internal resilience; Our impatience with process as a method of accomplishing goals.

We narcotize our worry, or anxiety, with food, alcohol, drugs, violence (self-directed and other-directed) and even lately video games, social media, and coloring books.

The thing is, sitting with worry, and then learning to have faith and let that worry go, is the only way to find the peace that we are craving.

The process of getting from worry to letting go of worry can be mediated and adjudicated by meditation, prayer, and journaling (we forget past victories over worry unless they are recorded…memory is a slippery thing) but when we combine the desire for immediacy, control, and impatience, then hurry sneaks in.

And we are too busy to remember past victories. Too busy to engage in a letting go process. Too busy to do anything but worry.

The ways out of this are easy, but they require self-knowledge, self-direction, and self-regulation to work.

Not more distractions.

Clearing Out the Cruft

Clearing out the cruft that surrounds your reactions and responses to conflicts in your life, can take at least a lifetime.

Clearing out the cruft that surrounds your employee’s reactions and responses to conflicts in your organization can take at least 20 years.

Clearing out the cruft that surrounds your country, community, and neighborhood’s reactions and responses to conflicts in your country, community, and neighborhood, can take at least 50 years.

But that doesn’t mean that Ghandi, Candace Lightner, or even your cousin can’t change—or even be the source of effective change in others.

It means that the change isn’t going to happen nearly as fast as you think that it should.

It just means that when the change finally comes the impacts will appear slowly at first, and then all at once.

It also means that attending one training, reading one blog post, or implementing the ideas from one book, is not going to ever replace the hard work of working on yourself first, and everyone else second.

What Are You Paid To Do?

What are you paid to do?

What do you believe you are paid to do?

What does your employer tell you that you are paid to do?

What does your spouse believe that you are paid to do?

What does your family believe that you are paid to do?

What does your supervisor believe you are paid to do?

The systems at work, in the community, and even in the home are structured around the unstated, often unvocalized, answers to these critical questions.

It used to be that larger institutions defined these answers with clarity and provided a sense of reassurance about the answers.

It used to be that people either appealed to the authority of these institutions when their fellow travelers weren’t answering them in pre-approved ways, or when the answers seemed to be getting cloudy for everyone on the team.

It used to be that social norming and group think really kicked in on the answers to these questions, making the answer seem “obvious” and “normal.” So much so, that to even ask the questions out loud would have seemed foolish and blind.

Maybe even rebellious.

But now, with the erosions of power, with authority getting its bluff called everywhere, and with conflict and incivility on the rise because of increased role confusion, asking the questions above—and getting coherent answers to them—for yourself, is the beginning of attaining true wisdom.

Not wisdom based in learning what other people have experienced and then dealing with it, but wisdom based on knowing yourself thoroughly, first.

Not wisdom based in reassurance—because there will never be enough of that—but wisdom based in courage, candor, and clarity.

And then having the courage to ask—and to guide—others through answering the tough questions.

True Measure of Leadership Through Conflict

Leading people through conflict requires an emotional exchange between leaders and followers.

The leader gives inspiration, charisma, respect, and provides role modeling of a vision of the future, to her followers.

The follower gives encouragement, support, obedience, respect, and provides a feeling of self-worth through the act of deciding to follow, to the leader.

Often though in a conflict, both followers and leaders expect a one-way monologue rather than a two-way dialogue.

Leaders want the led to be quiet and follow without question.

Followers want leaders to listen or else be replaced by another leader who will.

The trouble with both desires (based in emotions not reason), played out in public, is that one side must bend to the whims and desires of the other, for goals to be accomplished, for visions to be realized and for emotional exchanges to be deemed worthwhile.

The true measure of leadership through conflict, is rising above selfish and self-serving human desires and role modeling that behavior (which wins respect) for followers.

[Opinion] The Listicle is Simple and Seductive

Three points need to be emphasized at the beginning of any training, workshop, or seminar.

Your way of thinking about conflict, communication, and persuasion must shift before anything else can happen.

Your way of consuming information, your attention span, and your level of caring about the content you are about to hear, must shift before any deep learning can happen.

Your way of listening to the delivered content must shift from passive to active, for without that shift, nothing else can happen.

The desire, of course, from some of the participants is for these three things to happen. And these points being made out loud makes those participants relieved.

But there are other desires in the room.

The desire to get the tools, get the skills, get the listicle version of the information, and then to leave.

The desire to get the lecture, get the knowledge, but to not engage in any deeper change. After all, such change is challenging, and if there’s no support in the environment from which you came for change that needs to happen, well then it’s easier to ignore the calls to change.

The desire to not care. This is reflected in the phrases, the questions, the statements, and the observations that spring forth from the participants. Typically framed by some participants as “I hope that you can keep me awake,” or “You kept me awake more than any other facilitator I’ve ever sat through.”

The desire for the listicle version, the shorthand, the summary, the 30-second point, is seductive. But ultimately, changing the philosophy about how we think, matters more than applying shortcut tactics to achieve an outcome we might not enjoy.

[Advice] Conflict-Resolution-as-a-Service 2: KPIs

Understanding where people’s conflict responses are in their quadrants and where they position conflict messages in their brains, are critically important to consider. Particularly as you develop key performance indicators as you start resolving conflicts in your organization, differently than you have been before.

If a person prefers an avoidance stance toward conflicts in my professional life, then a person with a more collaborative stance (in the quadrant opposite) will have some problems with the avoider.

If a person prefers to be in control and compete around conflict (as many in the aggressive world of work sometimes do) then the accommodator in the opposite quadrant might have some problems.

The marketing theory of positioning (as expounded by Trout and Reis) says that there is limited “shelf space” in a person’s mind for messages. It further states that, once a message has been anchored onto a shelf, it’s not going to be dislodged by a new message in the same space. Instead, the jujitsu lies in creating a new message in the quadrant opposite the established message.

In relation to conflict management, a key performance indicator of whether or not your conflict training efforts have “worked” or not is: are people communicating messages to each other in the heat of conflict in a different way that reveals messaging anchored in a different position in their minds.

This is a KPI that is so subtle, so hard to actually see, that many managers, supervisors, owners, and others, who aren’t necessarily dialed into to language, emotional depth, and other conflict driving factors, will miss it. However, outside of people communicating with each other with courage (which comes with coaching, not necessarily training) people communicating differently, using different words, phrases, and even body positions, and getting different outcomes, it’s the only metric that matters.