We had a department store in our town that is being converted into a new movie theater and shops. I drove by today and all that was left of the old store were piles of debris and the metal structure sticking out in the 90* heat. I could still imagine where the door had been, the shoes, the connection to the rest of the mall, but it looked so different that I could also imagine big theater screens, new seating, and openings to restaurants where there had been blank walls.
I love this stage of renovation, when you’re freed up from what you used to know about a space or a place, and your mind begins to see the possibilities.
In the middle of an argument or conflict, it can feel like you’re dealing with a lot of “knowns” but, if you can get down to the structure of the situation, there are usually more possibilities than we first see.
The metal framework is the essential area for discussion. The bricks, doors, windows, wires, tiles – they’re all extra. They shape the final form and function of the space, turning a two-story box into a department store, a theater, or something else altogether.
Usually, when we walk into a negotiation of any sort, we come with our building. We know what we want from the interaction and how the agreement should look when we come out.
What’s difficult is to engage with an open mind about what the other person sees, to work with them to tear down their building (and yours!), and construct something together that works for everyone.
At the heart of this approach is listening to understand. Since we’re not mind readers, we have to ask questions. Lots of questions.
I deal with a lot of situations that appear to be black-and-white at first. “We can’t do that, can’t approve that, it has to be like this, that’s impossible, can’t be done, this is the only way….etc.” These are position statements.
Usually, there’s a very good purpose behind the initial statement. Finding out what they’re concerned about (safety? cost? management? precedent?) and sharing your interest (and don’t slip a position in here – be genuine about what’s important to you) gives you an opportunity to ask my favorite question: “Is there a way for us to meet both our needs here?”
This approach takes time and a willingness to remain calm, keep asking and digging, and listening for the interests and concerns behind the words.
“How do we both win?” It’s the golden question that, when coupled with really hearing what the other person needs are, can help move us into constructing a shared solution.
Thank you. What a great way to deconstruct conflict. I will be using this a guide as I help others.