Throughout the next few weeks, NSCAA.com will be posting recaps and videos gathered from the 2016 NSCAA Convention. The following is a session recap from one session held during the week.

Ruth Nicholson is a certified professional facilitator and assessor based out of Washington. Her 2016 NSCAA Convention presentation called “From Turmoil to Teammates: Conflict Resolution for Coaches, Parents, and Administrators” provided insight to coaches on how best to deal with conflict. Nicholson covered several different points including components of successful conflict resolution, conflict intensity and steps to address and resolve conflict.

Conflict resolution is an important aspect of coaching at any level. Ruth mentioned that thecomponents of successful conflict resolution include:

-- Procedural Satisfaction
-- Substantive Satisfaction
-- Psychological Satisfaction

According to Nicholson, conflict can vary in intensity levels and it is helpful for coaches, parents, and administrators to know these varying levels. The five different levels of conflict intensity include:

1.  To solve the problem
2.  To come out looking good
3.  To win
4.  To weaken or humiliate the other party in order to get him/her to withdraw
5.  To get rid of, hurt, or destroy the other party

It is important to take the necessary steps to resolve conflict. Nicholson cites the below steps to address and resolve conflict:

-- Identify the Context
-- Separate Interests from Positions
-- Find Solutions that Meet Interests

“One way to decrease conflict is to tone down the language,” she said.  In doing so, it will help communication between the individuals with the problem. At levels 1 and 2, Nicholson mentioned that conflict may be able to be resolved by the involved parties, while levels 3-5 may require a 3rd party to intervene.  A conflict at level 5 may need someone in a place of authority to get involved to help impose a settlement, which they will have to live with.

Identifying the context and relationship between the conflicting parties will be an immense help as well in conflict resolution.  People may have different ideas of responsibility and power, which, as Nicholson mentioned, is the Alpha Dog Syndrome.

There is a difference between interests and positions. An interest is the reason why a person may want something while a position is how it is wanted. Finding solutions to meet the interests rather than the positions of the conflicting parties is a more effective way of conflict resolution. One way that Nicholson suggested to discover interests are by asking five why questions. This will help to find a solution that will meet the interests of the conflicting parties.

Communication is a crucial aspect of resolving conflict. If both parties are able to communicate their interests to one another, the conflict may not escalate and a solution may be found. If possible, it is best to solve the problem at the lowest possible level of conflict intensity. Finding an answer that meets the interest of those involved will have the most positive impact on solving the problem. 

Supplemental Materials:

Nicholson Facilitation & Associates' Conflict Resolution Presentation (login required) 

Nicholson Facilitation & Associates' Conflict Resultion handout (login required)

If you would like to contact Ruth, find her contact information here:

Ruth E. Nicholson, MPA
Ruth@NicholsonFacilitation.com
(425) 385-2700