Principios de la Resolución de Conflictos

Dr. Rafael Cartagena

- Atender los problemas de la gente que caen en tres categorías:

- Percepciones: El conflicto no está en la realidad objetiva sino en la percepción que la gente tiene de ella.

- Errores: Es importante compartir sentimientos y emociones

A) Separar la gente del problema

Comunicación:

- La gente no se habla- Si se habla, no se oyen- Lo que se intenta comunicar no

es exactamente lo que uno comunica

- La gente malinterpreta o malusa lo que se comunica

B) Enfocar los intereses, no las posiciones. Énfasis, no en las posiciones de las personas sino en sus intereses. Las posiciones es algo que la gente decide que quiere; los intereses es lo que causa que la gente decida. Generalmente, hay más intereses comunes detrás de una posición. Es importante el buscar los intereses, examinar las necesidades humanas que motivan a las personas.

C) Inventar opciones para ganancia mutua. Esto permite diseñar opciones con soluciones potenciales sin la presión de decidir.

Hay 4 obstáculos que impiden crear opciones:

- Juicio prematuro- Buscar una sola respuesta- asumir que los recursos son limitados- pensar que la solución del problema es un problema que conduce a mirar solo los propios intereses y a desarrollar posiciones partidistas.

D) Usar Criterios Objetivos

Se desarrollan basados en estándares y procedimientos justos. Son independientes de la voluntad, son legítimos y prácticos.

Habilidades Facilitadoras de la Resolución de Conflictos, según Crawford y Bodine

Orientation Abilities

Orientation abilities encompass the values, beliefs, attitudes, and propensities compatible with effective conflict resolution:

Nonviolence Compassion and empathyFairnessTrustJusticeTolerance

Perception Abilities

Empathizing in order to see the situation as the other side sees it

Self-evaluating to recognize personal fears and assumptions

Suspending judgment and blame to facilitate a free exchange of views

Reframing solutions to allow for face saving and to preserve self-respect and self-image

Emotion Abilities

Learning the language and developing the courage to make emotions explicit

Expressing emotions in nonaggressive, noninflammatory ways

Exercising self-control in order to control one’s reaction to others’ emotional outbursts

Communication Abilities

Communication abilities encompass behaviors of listening and speaking that allow effective exchange of facts and feelings:

Listening to understandSpeaking to be understoodReframing emotionally charged statements into neutral, less

emotional terms

Creative-Thinking Abilities

Contemplating the problem from a variety of perspectives

Approaching the problem-solving task as a mutual pursuit of possibilities

Brainstorming to create, elaborate, and enhance a variety of options

Critical-Thinking Abilities

Recognizing and making explicit existing criteria

Establishing objective criteriaApplying criteria as the basis

for choosing optionsPlanning future behaviors

There are six basic steps in each conflict resolution problem-solving process:

1. Set the stage2. Gather perspectives3. Identify interests4. Create options5. Evaluate options6. Generate agreement

Negotiation is a problem-solving process in which the two parties, or representatives of the two parties, in the dispute meet face-to-face to work together, unassisted, to resolve the dispute between the parties.

Mediation is a problem-solving process in which the two parties, or representatives of the two parties, in the dispute meet face-to-face to work together, assisted by a neutral third party called the mediator, to resolve the dispute.

Consensus decision making is a group problem-solving process in which all of the parties, or a representative of each party, in the dispute meet to collaborate to resolve the dispute by crafting a plan of action that all parties can and will support and embrace. This process may or may not be facilitated by a neutral party.