Since problems do not go away on their own, managers have to resolve

problems by using critical thinking, but that alone will not solve the

problem. Using critical thinking, situation analysis, and creative thinking better solves problems. Conflict resolution is going beyond the usual range of imaginations and inventing something new. The Department of Defense once asked the Actors Guild to come up with scenarios of what terrorist would do in a movie format. Not to create a movie about terrorists, but to think ahead and use creative m

Finally, at the completion of any task there must be an evaluation known in the government sector as an After Action Review (AAR). You and your partners' jobs are not done once an agreement has been reached. Communication and collaboration should continue as the agreement is carried out. The resolution will need to have a plan to monitor progress, document success, resolve future problems, renegotiate terms, and celebrate success.

Next, the team needs to evaluate and decide on a specific plan of action. Sometimes a team may need to bring in other individuals to assist with negotiations called mediators. Key players must be identified and invited. Each side must be willing to collaborate with the others. Reasonable deadlines and sufficient resources to support the effort must exist. Spokespersons for each group must be identified and involved. Parties need to determine which issues are negotiable and which are not. To resolve conflicts, concentrate on inventing options for satisfying interests. Do not judge ideas or favor any of the options suggested. Encourage creativity, not commitment. Every partner must be confident that the others will carry out their parts of the agreement.

Capozzoli (1999) lists seven different factors that can cause conflicts within the team organization. These include; values, attitudes, needs, expectations, perception, resources, and the personalities of the team members (Causes of Conflicts section). Additional reasons for conflicts are religious and cultural diversity in groups or the workplace. All people have opinions that may differ and when you bring a group together, there will be many different views that people need to learn how to deal with in a constructive fashion.

Capozzoli (1999) described a six-step process to productively manage conflicts. The first step is to figure out what is causing the conflict. If people are tense a cool down period may be helpful. All group members should share their feelings, attitudes, and opinions. This will help in finding the cause of the disagreement. This should be done in a positive and objective manner.

Conflict resolution falls into two general categories. The first type of conflict is A-type or emotional conflict. This is the type

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