Vocabulary

relevant techniques – соответствующие приемы

to engender – вызывать, порождать

to maintain – поддерживать

to seek evidence – искать доказательства

neutral venue – нейтральная территория

to aggravate – усугублять

trial – разбирательство

This advice is aimed primarily at resolving differences between individuals, small groups and organizations, but many of the same principles apply to the resolution of conflict between communities and even nations. The important thing is to keep damaging conflict to a minimum and, when it does occur, use the relevant techniques to resolve or at least ease it.

Be calm. Conflict usually engenders strong emotions and even anger but, in such a state, you are unlikely to be particularly rational or in the mood for compromise.

Always show respect. However much you disagree with someone, attack the argument, not the person.

Discuss or debate. So often, conflict is created and/or maintained because there is no real discussion or debate. You won't manage without discussion and you may need to research the facts and seek evidence.

Acknowledge emotions. Facts alone - however rational - cannot resolve much conflict because how people perceive those facts is coloured by their emotions. It's no good denying those emotions, so make an effort to see the situation the way the other person does and to acknowledge their emotions before endeavouring to move beyond them. One way of doing this is to use phrases such as "Let me try to explain how I see things" or "Please allow me to explain why this is so important to me". Then reverse these points: "I would like to understand better how you see this situation" and "Please explain to me what is important to you in this problem".

Think creatively. Try presenting different types of solution from those so far rejected by one of the parties.

Change the wording. It's amazing how often we disagree about words and how a change of words can change how people view a situation. Instead of criticising a work colleague for "a mistake", perhaps you could invite him to discuss "a learning opportunity".

Change the environment. The most productive negotiations usually take place in a neutral venue. Sometimes even simply moving from an office to a coffee bar or from a house to a restaurant can make all the difference.

Compromise. This is an obvious point but frequently neglected.

Consider staging. Much conflict is created and/or aggravated by lack of trust. Building trust takes time and proof of goodwill. So consider introducing an agreement in stages whereby each action is dependent on another action.

Experiment or test. Too often we argue in ignorance, convinced that our prescription or proposal is the best with no real evidence. Have a trial and review how things go or try two or three ways of doing something and have an honest appraisal of what works best.

If all else fails, wait. Most problems change over time. Either the problem solves itself because circumstances change or one's attitude to the problem changes as the heat dies down and other matters assume more prominence. Therefore, if one cannot solve a dispute and its resolution can wait, maybe the best approach is to leave things alone for a while.