[Advice] Intentional Anchoring

The first sentence in a discussion anchors the rest of the conversation.

“I need him to shut up.”

“I don’t like what’s happening here.”

“She doesn’t know what she’s talking about.”

“The fact that we’re focusing on this issue is crazy.”

“They don’t know what they are talking about.”

“Who’s in charge here?”

“I’m in charge here.”

The first sentence of a blog post, the first sentence of an online status update, the first sentence of an email does the same thing.

In a negotiation, this tactic is called anchoring. It’s the process of putting an idea into another party’s mind about a topic of discussion, and then using that initial idea to push or pull the other party in a particular direction.

There is verbal and nonverbal anchoring. Anchoring occurs with signs and symbols. Anchoring happens when parties speak and when they are silent. Anchoring happens with body language.

People perform anchoring all the time, mostly unintentionally, but occasionally, someone “gets” it and intentionally chooses their words carefully and judiciously for maximum effect. And with the purpose of generating maximum conflict.

In any negotiation—along with management, facilitation, mediation, arbitration, or litigation—of a conflict, the person who establishes the anchor first has a greater chance to do better than the person who doesn’t. In this context “doing better” just means “getting an outcome that works for me.”

What outcome are you dropping an anchor for?

[Strategy] On Truth and Reconciliation

There’s truth.

There’s reconciliation.

Rarely do you get both of them together.

This isn’t to say that parties seeking reconciliation are engaging in deceitful behavior or lying to gain an outcome that benefits them in a conflict process. But we are all selfish and no more so than when we can see the light at the end of the tunnel of conflict.

This isn’t also to say that parties seeking truth are engaging in behavior that will prolong conflicts and make them worse. But we are all myopic when our needs aren’t met around core values—like getting to the truth of a matter.

Just because you get the truth from the other party in conflict about their motives, their moods, their inner drives, or the outcomes they want, doesn’t mean that you’re going to get reconciliation.

And just like resolution, reconciliation may just be as hard to arrive at.

[Opinion] The Bigots Among Us

It is easy to dismiss ideas that we don’t agree with, that we find to be repulsive, or that downright offend us.

It is easy to dismiss ideas that we believe are damaging, could lead to cycles of violence, or that we believe are fearful.

It is easy to dismiss ideas that we think are regressive, oppressive, or not progressive enough for us to engage with based on our worldview.

And increasingly, and even more disturbingly, it is easier for us to dismiss the existence of people in the culture who hold these ideas.

But, as it turns out, the people holding ideas that make us afraid and angry, or that we think are stupid or retrograde, are the ones that work next to us sweeping floors, washing dishes, taking out the trash, and sometimes even counting our change back to us at the grocery store.

This is a real problem, because there’s no way to eliminate all the people who think differently than we do. There’s no real way to completely and categorically scrub every idea that we find offensive from the public square. The only option really, is to socially sanction the people with the ideas enough so that they shut up…and go away.

But…

Those people are still going to have children.

Those people are still going to have houses.

Those people are still going to have to pay the bills.

Those people are still going to want to contribute to society and culture.

Those people are still going to work.

And when a culture links holding a preferred set of ideas to advancing economically, socially, and culturally in that culture; and, when there are some people who just think differently, that culture is not long for freedom, and is approaching a soft form of tyranny.

Which has always hardened in the not-so-distant historical past.

[Advice] Self-Awareness, Altruism, and Critical Reasoning

As people choose the messages that they will receive and believe, does self-awareness, critical reasoning, and altruism matter?

There are people in the United States who have no idea that conflicts between police and African American communities are raging.
There are people in the United States who have no idea who’s running for President, or why, even as November 8^th approaches.
There are people who are unaware that there are celebrity divorces going on, sports controversies, and other, seemingly ‘low-level’ and ‘unimportant’ cultural conflicts going on right now.
There are people who are unaware of the presence of wars (and rumors of wars) in the world today.

When mass media falls apart at scale, and when the historical, cultural, political, and social forces that used to bind disparate populations in the United States together in the last century and a half, no longer matter, can altruism, critical reasoning, and self-awareness matter?

Or, are we returning to a smaller, localized, conflict-ridden past that may be out of our historical memory, but that hews closer to the way people have always interacted?

And the sub-question: Cui bono? Who benefits the most from this seeming cultural return to a baseline we don’t remember?

[Opinion] On Crossing the Chasm

The biggest gap in organizational culture today is the chasm between the ideals and values on the wall and the actual lived reality of hourly work life.

This gap used to not matter at the height of the Industrial Revolution, but as the papering over of the gap has become less and less effective over time, the presence of the gap has become more and more evident.

Unfortunately, many organizational leaders are deciding to expand that gap through behaviors and conflict choices that reflect a nostalgia for a command and control past, rather than seeking to cross the chasm with a bridge to the future.

Either an employee is on one side of the chasm—or the gap—or they are on another.

Unfortunately, the inherent conflicts based in organizational identity fester and grow (they go fungal, rather than viral) in the darkness of that chasm.

Crossing the chasm of conflict between the ideals on the wall, and the daily workplace reality, is the hardest confrontation for leaders, founders, managers, and supervisors to engage in.

But the journey across that chasm is the only journey that matters.

[Opinion] When Do You Pay The Piper?

The person who pays the piper calls the tune. Except when payment doesn’t come, then the piper takes revenge.

The legend of the Pied Piper of Hamelin is about a politician reneging on a promise to pay a vendor who rendered a service. In essence, the politician broke a verbal contract and then forgot about it. The vendor returns to the town sometime later and takes his payment (in the form of luring the town’s children away).

The legend is so deep and enduring, it has become almost a myth, its lessons enshrined in our language and even our proverbs.

When we call the tune of responses and behaviors in our conflicts, the questions for us are the same ones there have always been:

When do we pay the piper?

and

How much will the payment cost?

We only ask (or think) about these two critical questions when the cost of doing nothing to resolve the conflict in a way that benefits both parties, seems to be the only way for us to risk nothing and gain everything. Then, when the answers to these two critical questions don’t work in our favor, our behavior in a conflict situation begins to resemble that of the politician in the town of Hamelin long ago: We attempt to avoid paying the piper.

Going back on promises, risk avoidance, ignoring the impact of emotional residue, finding reasons to not put in the work to get to a resolution, and withholding reconciliation (or even forgiveness) are all ways we attempt to avoid paying the piper of conflict.

And eventually, if we keep it up long enough, the things of emotional value—relationships, trust, respect, accountability—begin to leave our own internal emotional towns.

Be sure the tune you’re calling in your conflict is a price that you are willing to pay to the piper.

[Strategy] The Deep End

The deep end of the swimming pool is the best place to be in order to change through conflict.

The deep end is where no one wants to go. It’s at the edge of the conflict universe, far away from the shallow center and a place for pioneers, adventurers and a place where safety is not a primary concern.

The deep end as an idiom describes all the ways that people used to respond emotionally to being put in situations that didn’t conform to the status quo, and that required a level of rebellion and non-conformity to confront and overcome. The idiom comes directly out of the last century, a time when personally, professionally, academically, and in every other way that mattered, challenging the safe, right, and easy path wasn’t as profitable as it is now.

We use the phrase “off the deep end” to mean that we have been involved in a situation, or trapped in a behavior, that we have no previous experience in handling, and that we feel so uncomfortable in, that it feels like death.

Of course, out on the edge of the universe, out in the deep end of the pool, we might drown. Or we might just decide to suck it up and persevere, gaining grit and resilience in the end.

Bringing up the importance of swimming in the deep end is somewhat problematic these days, in a public culture that’s built around filing down the rough edges and hammering down the nails that insist on not being hammered down. This is an interesting phenomenon, because there have never been more opportunities to be weird, to stand out, to go to the end of the emotional universe, and to jump willingly into the deep end of the pool of emotional experience.

There are few strategies for managing getting into the deep end:

Realize that you won’t die—the pool of conflict is deep on purpose, so confronting your boss, your co-worker, you parents, or someone else who you think has power over you about their conflict behavior and choices, won’t result in death. Just you being uncomfortable for a while.

Realize that the deep end is where real changes happen—getting excited about the new Iphone or Samsung phone is not a change. Going to the deep end with another person on their behavioral choices that have impacted you negatively is a change. And change always happens at the edges of confrontation and away from the safe, chunky middle.

Realize that, of course you can’t handle it, that’s why you’re doing it—just responding to a conflict (i.e. with accommodation, avoidance, confrontation, collaboration, or compromise) in the ways that you’ve always been comfortable responding is what you’ve always been able to handle. Moving away from that safety emotionally and behaviorally will feel scary, uncomfortable, and will yield results that you couldn’t have imagined. Because you had no basis from which to imagine them in the first place.

If you’re not doing something every day, to change how you address conflict behaviors in your life, you are placing yourself in the shallows of life. And when a real storm comes, and it always does, the deep end of life will come and visit you, instead of the other way around.

[Strategy] Managing the Conflict You’re In

There are ways of managing conflict that involve using the weight of the other party’s assumptions, expectations, and emotional residue in order to create different conflict outcomes.

There are three things to understand in considering how to use the “throw” weight of another party in conflict:

Which quadrant are you in, and which quadrant are they in? Parties in opposite quadrants (i.e. accommodator/controller or collaborator/avoider) rarely interact productively in conflict scenarios, particularly when stress levels are high, mistrust is rampant and miscommunication is the coin of the realm. Knowing your own preferred conflict management style is critical to understanding what kind of assumptions, expectations, and emotional residue from past conflicts you are going to have to manage in yourself before beginning to manage the other party’s. Managing the Conflict Youre In

What is in their quadrant? Accommodators think of managing conflict as a process where being unassertive and cooperative is the way to manage others, and themselves. Competitors think of managing conflict through behaviors that tend to be viewed by others as assertive, but not cooperative.

A person who chooses competition is always going to be frustrated with an accommodator and eventually, a party who baseline is accommodation will either get stressed in the conflict because of do too much of the emotional work; or, they might decide to stop engaging in pointless self-sacrifice.

Avoiders (and many parties in conflicts in business and in life self-identify their behaviors as conflict avoiding) manage the process by being both unassertive and uncooperative with others. In the opposite quadrant are conflict collaborators, who view the process of conflict as one that increases the pie of value and options. Opposite from avoiders, collaborators are both assertive and cooperative.

A party that has collaboration as their baseline is going to be constantly frustrated by the lack of cooperation between themselves and a conflict avoider. And the avoider is going to go out of their way to avoid collaborating—or engaging with any of the other conflict management styles, until there arises an opportunity to work the conflict in their favor.

Then there are the “ditches,” areas between the conflict management baseline styles where interesting things happen. This is where the jiu-jitsu begins in earnest, because these are the spaces where parties can recognize elements of other behavioral styles and use these elements strategically.

This use will be to either maintain the status quo (the ditch between an accommodator and a collaborator or between an avoider and a competitor) or to challenge the way that the conflict process is happening (the ditch between the accommodator and the avoider or the ditch between the collaborator and the competitor) and try another way.

How deep into compromising do you want to go? For a party with a baseline conflict management style defined by competition, compromise will feel like defeat. For a party with a baseline conflict management style defined by avoiding, compromise will be scary and tempting. For a party with a baseline style defined by accommodation, compromise will seem like gaining the Holy Grail, but at the expense of losing something else. For a party with a baseline conflict management style defined by collaborating, compromise will also seem like gaining the Holy Grail, and not losing anything at all in the process.

Going deep into compromise is a strategy, not a tactic. And preparing the parties to “go deep” into an area they don’t understand (and view through their differing frames and lenses in differing ways) is a risky strategy at best. But getting them to cross the ditch toward each other—a ditch filled with assumptions, expectations, and emotional residue from past attempts and failures to cross the ditch—is the second hardest work of managing conflict.

[Strategy] What is Conflict? For the Peacebuilder

Conflict is a process of change, if you believe in the process view of conflict. Changes can’t happen unless internal conflicts lead to an external conflict that changes parties.

However, if you search Google, what parties really believe about conflict shines through:

How do I get out of my marriage?
How do I get away with it?
What is the best way to get a divorce?
How do I cheat?
How do I get away from my wife?
How do I get away from my husband?
What does divorce do to children?
How do I get my boss fired?
How do I avoid getting fired by my boss?
How do I get a different job?

Our Google searches reveal our inner truths. They reveal our inner desires to avoid, delay, surrender, or negate the uncomfortable process that lead to changes that inevitably must happen in our lives if they are to improve for the better. A better we can neither understand, nor see, in the present of our short-term fears.

Our Google searches reveal that, for many of us, the answer to the question “What is conflict?” is “A negative thing that makes me uncomfortable and that needs to be avoided—or made to go away—at all costs.”

Our Google searches reveal that our resistance to change is strong, our comfort with conflict is deep, and our view of the conflict, the process of getting through it, and the changes on the other side of it, are deeply negative.

Which is why, if you’re a conflict resolution practitioner, your work is cut out for you. But not in getting parties to resolution.

Your work—your deep emotional labor—lies in doing the digging to persuade and convince well-meaning parties in conflict (and those yet to be in conflict) to chip away at the cruft surrounding their preconceived notions, revealed through Google searches, of conflict as a negative.

As a conflict practitioner, this is your process of change.

What do your Google searches reveal about how you view conflict?

[H/T] Justin R. Corbett

[Opinion] Trend Lines

There are monumental shifts happening everywhere, from politics to religion.

There are very few people really able to understand and analyze two things that happen at the same time:

The trend lines in culture, society, economics, and religion are moving in a certain direction.
The trend lines in technology, jobs, and employment are moving in a certain direction.

Trend lines tend to overlap, but the overwhelmingly human tendency in reaction to the feeling of overlapping, is to hunker down and protect, rather than to be open and collaborate, when the obvious end point of the direction of the trend lines becomes…well…obvious.

Emotionality confines us in our reactions and responses, and our human tendency is to react in the short term to maintain the status quo and to not worry about the future. The hard work is getting humans to shift from short-term thinking to practicing long-term empathy.

However, trend lines are not inevitable.

Neither are the goals that trend lines seem to lead to.

But they can become inevitable through our own macro inaction.