Conflict Resolution


Procedures for Resolving Conflict at Ashford University

Informal Procedure

The Office of the Ombudsman facilitates resolving conflict on an informal basis. Informal resolution is almost always preferable to formal procedures, because it can be handled quickly and effectively, without draining resources. Informal resolution can also save and strengthen relationships. For students, faculty and staff seeking conflict resolution relating to student issues, the Office of the Ombudsman recommends the following:

  • Provide coaching
  • Make a referral
  • Gather additional information
  • Speak with the second party (with the visitor's permission)
  • Negotiate
  • Act as a shuttle diplomat
  • Mediate informally
  • Suggest generic options
  • Provide feedback
  • Take no action

Please note: informal procedures must be attempted before a visitor may file a formal grievance with the Office of Grievance Resolution.

The University Community's Role in Solving Student Problems

When a student encounters a conflict with an instructor or other professional staff member, the first step is for the student to try to resolve the conflict with the other party. Here is a series of steps students, faculty and staff can follow to aid in solving this problem:

  • Problem Orientation — Recognize that the problem exists and that solving it is beneficial to all. Approach the other party with a positive attitude. Approach the situation with confidence and devote time and effort to finding an appropriate solution.
  • Problem Definition — Try to understand the problem from the other party's perspective — is he or she a student, faculty or staff member? Gather and consider information critically and carefully.
  • Generation of Alternative Solutions — Think of more than one solution to the complaint.
  • Decision-Making — Examine all options and narrow them down. Determine how realistic each option is.
  • Solution Implementation and Verification — Work with the other party or parties to come up with a solution that can be implemented to resolve the conflict and satisfy the needs of all of the parties if possible. Remember, the University is subject to many rules and regulations. Therefore, some options may not be available.

What Causes Conflict?

Conflict occurs when people disagree or have different opinions, points of view, ideas, or perspectives. Conflict is complicated and needs to be considered and evaluated from different perspectives. To evaluate conflict and determine how to best approach or respond to it, Professor and quintessential alternative dispute resolution pioneer Bernard Mayer recommends that one should consider the following eight factors to help understand the conflict, the other party's position and yourself in order to avoid deeper and protracted conflict. Consider that these factors may well help you avoid deeper conflict or better understand yourself and the other party as to why the conflict is present.

  • Communication
    It is common in conflict for an issue to escalate when people assume they have communicated accurately, when actually the other party may not have understood. Another issue relating to communication is that people in conflict often try to solve a problem before they really understand it.
  • Emotions
    Emotions are sources of dominance, vitality, strength, bravery and determination, but emotions can often stand in the way of common sense and sensible clear communication.
  • Values
    When someone's values are central to a dispute, that person may feel personally under attack and therefore resist with equal force. Defining an issue or entire dispute in terms of right and wrong makes the conflict difficult to resolve. State your values in the affirmative (e.g., This is what I believe), rather than what you are against. This stance can help make the conflict be approached in a positive and productive fashion.
  • Structure
    We live and work within structures (e.g. laws, policies), many of which may cause conflict that can be addressed through resolution processes. Where structure is an issue in conflict, there is often a lack of understanding about exactly what the rule, law, policy or procedure is and what it entails.
  • History
    Conflict cannot be understood in a vacuum therefore, each party's history must be considered within the context of every conflict situation.
  • Culture
    An awareness of culture, and possibly engagement of a culture, is critical to understanding conflict.
  • Power
    Power influences conflict, whether it is about having too much or too little. Power may come through structure, education, culture, gender, or history. How you address power can be elusive and difficult but it must always be a consideration relating to the roots of the conflict.
  • Data
    Almost everything must be processed with data, therefore, data may well be a consideration in understanding conflict.

Resolution Tips

Here are some tips to assist you when you find yourself in a conflict with someone and need to find a resolution.

  • Be aware of your surroundings (situational awareness)
  • Take stock of your own situation (emotional intelligence, attitudes, bias, hot buttons) and that of others
  • There possible, meet face to face and privately
  • If online, remember do not write in capital letters, as this usage symbolizes screaming
  • Stay calm, if you cannot control your emotions, walk away or take a break
  • Do not blame
  • Be articulate, so think about what you are going to say and how you will say it
  • Breathe
  • Use "I" statements (The event made me feel this way because, I believe this, this is my value)
  • Do not push buttons; just because the other person has left an opening, you do not have to take it
  • Separate the person from the problem
  • Separate behavior from personality
  • Do not interrupt
  • Take your time and listen
  • Do not react, but measure your response
  • Look for and try to understand what the other side is looking for
  • Look for integrative solutions that satisfy the needs of all the parties
  • Be prepared to offer sincere unqualified apologies (no buts).
  • Know what you want, your bottom line and why you want it

Communicating with Difficult People

The majority of students, faculty, and staff are eager to learn and cooperate with fellow students, faculty and staff members.

Tips for Communicating with Difficult People

Difficult people are often working from the negative side of their personality rather than a conscious desire to be difficult. They are often unaware of themselves and how they affect others. Frustration will cause one to be difficult. As an example, an online student is unable to walk into an office to talk with someone about their scheduling. The student depends on timely communication and accurate information, and if he or she doesn't receive them, he or she will likely become difficult. There is a value to understanding another's viewpoint. Take the time to try to understand where that person is coming from. People have bad days, are misinformed, or may not understand the issue well, so it is important, even critical, that each of us take the time to understand.

Tips for Communicating with Difficult People

When you must communicate with someone who is being difficult, please remember to:

  • Recognize that it is useless to argue with someone who is defensive or in an attack mode
  • Realize that the person is feeling insecure
  • Do not push him or her — it will only make things worse
  • If you have noticed that a person seems to act out during times of stress, wait until another time to pursue the discussion if possible
  • Stay confident and do not allow yourself to be verbally abused
  • Show the person how much his or her negative behavior is affecting you
  • Set goals for him or her to work better with others

Tips for Overcoming Negativity in Yourself During Conflict

During or after a conflict, it's important to overcome any negativity that may cloud your judgment. Please remember to:

  • Learn to recognize when your defense mechanisms are up
  • Realize that you are probably not being attacked
  • Do not react quickly when you are feeling defensive
  • Learn to listen when someone asks a question or makes a suggestion
  • Ask people to re-state their questions, comments, and suggestions
  • Repeat what was said to clarify what the person is saying
  • Allow time to come up with a rational response
  • Consider that other people have good ideas that are as valid as yours
  • Learn listening skills and team-building by taking courses or workshops
  • Confide in a person, such as a friend, colleague, or counselor, who can help you work on negative aspects of yourself
  • Do not give up on yourself — changing learned patterns of insecurity and defensiveness may take years of work
  • Learn to understand your own personality and your unique strengths and weaknesses
  • Do not project personal experiences, dislikes or histories on to another person — this projection only inhibits your ability to listen effectively.