The conflict resolution method draws on the conflict clarification process developed by Christoph Thomann. The conflict clarification process works by a special conflict moderation procedure carried out between two, or also several, people.
The objective is
- to understand the conflict (the past)
- to clarify the conflict (the present) and
- to resolve the conflict (the future).
In this comprehensive clarification process it is particularly important to ensure clarity, to take the state of mind of everyone involved into account, and to dismantle any emotional blocks. It requires absolute clarity on an objective level and on a relationship level.
About the approach in detail
Before the actual conflict clarification takes place, a telephone call is made between the client – usually the manager – and the conflict moderator. The purpose of this talk is to understand the conflict situation. When both sides are fundamentally able to envisage such cooperation, the organizational framework is then discussed. This includes establishing who is to take part in the conflict clarification, an estimate of how much time is required for an initial session and where this is to take place.
Conflicts offer opportunities – opportunities for change, growth and personal development.
No further preparatory talks with other employees take place. This has the advantage that on the first meeting, the scale of the conflict and all the feelings associated with it become visible as authentically as possible to those involved. On the agreed date, the parties involved meet the mediator, outside the company if possible.
Thoroughly understanding each individual person and their point of view forms the basis for clarifying the conflict. The mediator continues asking questions until he can understand each individual person's point of view. This is followed by a visual review of the issues to be clarified. Beginning with the most difficult aspect, the mediator introduces a process to help the parties understand why this particular situation has arisen − and then to clarify it. On this basis, a constructive and above all sustainable solution is then worked out for the future.
Depending on the extent of the conflict, agreement on a further date is recommended if required. If this is not necessary, the manager and mediator agree on a further appointment to discuss progress after 6 to 8 weeks, to check whether the transfer of the solution into day-to-day practice has been successful.