[Advice] Reasons to Forgive

How many times do you have to forgive the other party in a conflict?

Well, if certain books are to be believed, quite a lot.

In a world of instant messaging, instant gratification and instant stimulation with instant reactions, the long, slow, deliberative act of forgiving someone else for something that they’ve done to you can be emotionally exhausting for many people.

There are a few things to consider before getting on the forgiveness train:

Who does it impact? – Finding the motive to forgive, just like finding the motive to engage in a conflict, comes down to understanding who benefits from forgiveness. Do you benefit more than the other person, or does the other person benefit more than you? Many people will respond from zero-sum thinking (“If I forgive the other party, then I lose something, i.e. my position, my ability to be ‘right’, etc.”) but sometimes the gains are deeper than the losses.

What can really change, and what can’t? – Do people change? Well, we don’t know the answer to that question, but we can say that people deserve the chance to change. And sometimes people deserve to be punished. But without knowing everything about a situational conflict (and people inside of situational conflicts rarely know everything about themselves or the other party) makes that decision harder, not easier. In popular culture, dealing out death in judgment, is seen as retributive and righting all wrongs. But asking the question about what can change in a situation to make it better for both you and the other party is key to getting on the path to forgiveness.

How do you go about doing it? – Advice, tips, tactics and even strategies fail here, as the “how” is invariably entangled in the gossamer of the conflict itself. But one thing to consider is how to heal oneself first, before attempting to “fix” the other party. Forgiveness is a personal act that starts from within and moves outward in ever expanding concentric circles.

Where does forgiving somebody begin and where does it end? – Restorative justice practices unite perpetrators and victims of crimes. Depending upon the cultural background of the victim and the perpetrator, these efforts may work, or may backfire. However, when there is a conflict in the midst of a shared culture (a work culture, a school culture or a family culture) forgiving begins in the minds—and hearts—of the participants in the conflict. As far as where forgiveness ends, well, that’s subjective as well.

When can you forgive? –Whenever you like. Or not at all.

In the West, forgiveness is wrapped up with religious proscriptions, but in reality, forgiveness is deeply psychological and a process based in science. The results of forgiveness—lowered blood pressure, less stress, reduced stroke risk—should be tied more to the actual process of getting on board with someone who has wronged you.

But the act of forgiveness is personal, difficult and time consuming, But in a world of emotional labor, it might be the most important journey we ever embark on.

Click on the link here and download the FREE HSCT White Paper on FORGIVENESS AND RECONCILIATION TODAY!

-Peace Be With You All-

Jesan Sorrells, MA
Principal Conflict Engagement Consultant
Human Services Consulting and Training (HSCT)
Email HSCT: jsorrells@hsconsultingandtraining.com
Facebook: https://www.facebook.com/HSConsultingandTraining
Twitter: https://www.twitter.com/Sorrells79
LinkedIn: https://www.linkedin.com/in/jesansorrells/

[Opinion] 3 Fundamental Reasons for Escalation

A large part of negative escalation is the insistence on advocating for a perspective, not with courage, but with obstinance.

The moment of truth is revealed when, through such negative escalation, we become trapped in a paradigm of our own making, between the relationship we have with reality through our own perspectives, and the relationship with reality that the other party has.

That dynamic tension—between two different views of what is the reality in a conflict scenario and what is not—drives forward negative escalation. Parties in conflict often throw up their hands and proclaim later on “I had no other choice.”

But this is a statement said so often that it is no longer in the provenance of a lie, but it goes into the area approaching truth. Parties in conflict genuinely believe that they have no choice but to escalate a minor communication issue into something larger for three fundamental reasons:

They feel powerless and impotent in the face of the situation, the other party, or the atmosphere of the conflict.

They want an outcome that they either feel they can’t get, or they feel that they are “owed” but are being blocked in pursuing, or they feel as though their options are limited because of inherent issues they bring to the conflict that have nothing to do with the material nature of whatever is going on.

They are full of the desire to be right as well as possessing the will to make the outcome come to pass that they favor.

So, they escalate negatively.

The way out of this is to dive further into the relationship with the other party in conflict. But many times, we don’t want to…

-Peace Be With You All-

Jesan Sorrells, MA
Principal Conflict Engagement Consultant
Human Services Consulting and Training (HSCT)
Email HSCT: jsorrells@hsconsultingandtraining.com
Facebook: https://www.facebook.com/HSConsultingandTraining
Twitter: https://www.twitter.com/Sorrells79
LinkedIn: https://www.linkedin.com/in/jesansorrells/

[Advice] What’s Underneath All That Risk…

The trouble with most conversation that leads to conflict isn’t that it’s earth shattering or amazing, but that it’s banal and boring.

This is one of the many reason why there will always be more online content consumers than online content creators. It is hard to be interesting to others when you secretly are not that interested in yourself.

This is one of the many reasons why, in the context of conflicts, many participants seek to avoid any type of conversation that could trigger latent, unresolved conflicts; bringing to the surface old issues and never addressed concerns.

Participants, when asked later, will identify their conflict engagement style as being “avoiding” or “accommodating” of the other person, but it’s really a style that is based in the inability to engage in an interesting, high risk conversation. This inability, however, hobbles the potential in participants for learning new skills to manage, engage and resolve the inevitable arrival of the kind of exciting, conflict driven conversations that they seek desperately to avoid.

There are two things to recognize (other than just the banality of many conversations and the ability to avoid) that can help anybody craft a meaningful strategy for talking when the topic is high risk, but the participants are not:

Fear is at the root of avoidance, accommodation and even assertive tactics—At its root, fear of consequences, outcomes we can’t control, the situation, other people, the material facts of the conflict itself, “getting involved” and many other emotional situations, lead to the desire to pursue continuing the status quo. This fear is why a person at work who causes confrontations because they are addicted to the power rush they get from domination behavior, is “allowed” to continue the behavior, while people whisper behind their backs.

Boredom (and the desire for entertainment) is at the root of banality—The corollary to fear is boredom. Boredom happens when a person is surrounded by uninteresting conversations, uninteresting people, or uninteresting situations. The reason for the rise in conflict avoidance tactics as an interpersonal skill set among many individuals is based in the fact that many in-person social interactions are not exactly intellectually stimulating. And when and entertaining (or intellectually stimulating) alternative is offered people will take it. This is not exclusive to the now: there are many artistic representations of people ignoring each other while reading the paper, while crowded around the radio, or while watching the television.

There are arguments to be made for developing resilience, being polite, knowing enough to have a conversation, and being forgiving of people and situations. But when conflicts (particularly around issues that matter) arise, the default is to embrace the banal, continue to be boring, and hope it all blows over.

Such as it ever was…

-Peace Be With You All-

Jesan Sorrells, MA
Principal Conflict Engagement Consultant
Human Services Consulting and Training (HSCT)
Email HSCT: jsorrells@hsconsultingandtraining.com
Facebook: https://www.facebook.com/HSConsultingandTraining
Twitter: https://www.twitter.com/Sorrells79
LinkedIn: https://www.linkedin.com/in/jesansorrells/

[Opinion] Strategic Escalation

Most of the time, in a conflict management scenario, escalation of any kind is viewed as a net negative.

Most trainings—whether corporate, academic, online or in-person—focus on teaching techniques and tactics that will bring the other party from a less defensive emotional position to a more collaborative emotional position.

These are great tactics if each party is emotionally invested in the process and outcome of the conflict, but what happens when the other party is apathetic at best, and disengaged at worst?

Customer center call representatives, from organizations that can’t outsource that service (i.e. local utility companies, local banks/credit unions, bill/debt collectors, etc.), or retail clerks, tend to be emotionally at either one of those two poles: apathetic, or disengaged. Rarely does a employee call a customer’s house, or interact with a customer at a retail store, in a way that reflects emotional engagement and intrinsic care to potentially escalate (even negatively) if the interaction doesn’t go as planned.  And the solution to this issue is not more automation, and less human to human interaction, because escalating with a machine is ineffective, time consuming and pointless.

Strategic escalation is the process of positively escalating the other party to a collaborative emotional position, from a net apathetic one. The skills to do this effectively are at the opposite of the skills we all possess (name-calling, judging, moralizing, blaming, threatening, denial, etc.) that we default too naturally if we believe that an interpersonal interaction isn’t going well—and we feel powerless to make it better.

Escalating an interpersonal interaction toward a positive outcome involves:

  • Complimenting (“You’re doing a good job…”)
  • Thanking (“Thank you for the help you gave me today…”)
  • Calling a person by name (“Cindy, that’s great that you got that for me…”)
  • Taking responsibility for being wrong (“I took the wrong approach to asking for what I wanted…”)
  • Using positive feedback (“I’m going to tell your manager what a great experience this was…”)

We must shift the ingrained, Industrial Revolution thinking that has us believing that such interactions are meaningless, irrelevant and unimportant, because increasingly, they are the only kind of interactions that matter.

-Peace Be With You All-

Jesan Sorrells, MA
Principal Conflict Engagement Consultant
Human Services Consulting and Training (HSCT)
Email HSCT: jsorrells@hsconsultingandtraining.com
Facebook: https://www.facebook.com/HSConsultingandTraining
Twitter: https://www.twitter.com/Sorrells79
LinkedIn: https://www.linkedin.com/in/jesansorrells/

[Strategy] Antifragile Engagement

The very thing that you can’t predict happening in a conflict scenario has a high likelihood of actually happening in a conflict scenario.

The other party buckles; or doesn’t.

The other party makes concessions; or doesn’t; or makes so few as to be insulting.

The other party bargains in good faith; or doesn’t.

Your responses should not be predicated on what the other party will/won’t do in a negotiation.

That’s a fragile bargaining position.

Your responses should be predicated on what you will/won’t do in a negotiation.

That’s an antifragile bargaining position.

Engagement, in order to be successful, requires a knowledge of the furthest you are able to go, regardless of how far the other party goes in the engagement.

But if you don’t know how far you’ll go, then you’ll just spend your precious time, resources, and energy chasing a party who knows where they’re going, what they’re doing and why they’re doing it.

-Peace Be With You All-

Jesan Sorrells, MA
Principal Conflict Engagement Consultant
Human Services Consulting and Training (HSCT)
Email HSCT: jsorrells@hsconsultingandtraining.com
Facebook: https://www.facebook.com/HSConsultingandTraining
Twitter: https://www.twitter.com/Sorrells79
LinkedIn: https://www.linkedin.com/in/jesansorrells/

[Advice] Our Children

What we don’t teach our children in school for eight hours a day would be classified as child abuse, if we actually believed that the nature of the world of work has changed for adults.

But, we don’t.

The world of work is a place where adults are thrown together with other adults we didn’t choose to be with, with whom we have little in common, and must be “nice” to (meaning non-confrontational, but not too nice) in order to “get tasks done.”

School prepares our children for this, disappearing work world. The world of the white-collar office or even the disappearing, blue-collar factory. School tells our children to sit in desks for 8 hours a day, while an adult stands in front of them, lecturing every hour, on the hour.

No naps. No crackers. No grape juice. Not even in kindergarten anymore.

Governments get involved in schooling because people in power (politicians, political consultants, et.al) want nice compliant voters, workers and adults.

Parents send their children to school because that’s the only way to “get opportunities” out of an adult life that seems more and more volatile, or because of the threat of jailing.

Society overall demands schooling (and the ways we currently school children are a product of the Industrial Revolution, John Dewey, Henry Ford and Frederick Taylor—among many others) if no other reason than some adults would rather not see children “running around town” questioning the carefully constructed adult worlds.

Seems like an environment ripe for bullying, stress, mismanagement, organizational conflict, and avoidance of outcomes.

There are some ways out of this:

Teach to individuals, not groups.

The group lecture doesn’t work without individual engagement, even for well-trained adults. There’s a reason Greek philosophers taught outside by asking and answering questions, taught walking around, and were constantly considered to be “corrupting the morals of the youth” of Ancient Greece. If Socrates could do it with 15 kids under an olive tree (or walking through a marketplace), so can the post-modern, 21st century educator with all the technology that we have.

Teach principles, not values.

Here’s a principle: “Choose to be good to one another and learn how to get along with people you don’t like, and who don’t like you.” Here’s a value: “Let’s not bully each other because it hurts the other person’s feelings and it’s wrong.” Children are incredibly gifted at sensing the adult hypocrisy that lies dormant behind adults employing the language of principles to hide other motives that are sometimes value driven, and sometimes not.

Teach emotional intelligence, principles and individuals from ages 5 through 12, teach skills, abilities and life options from ages 12 through 17, then let children decide to go to college, or not with their families.

At a practical level, the current formation of primary schooling in this country is broken, no matter whether the governing policy is Common Core, No Child Left Behind or even Midnight Basketball (remember that from the 90’s). This is because the next world that our children face is post-industrial, requiring the ability to dance with fear, fail with grace and be courageous without shame (which children need reinforced between 5 and 12) and requiring people to be really skilled immediately, regardless of credentialing (what children need reinforced between 12 and 17).

Adults (who have children and vote and who don’t have children and don’t vote) need to change our story of why we send our kids to school, and change the assumptions and expectations that we have around learning and the world of work, before anything will change in the school system itself.

Until that happens, we will raise, and nominally educate, generations of people, who will be released into adulthood, with little understanding of what is happening to them in their working lives, why it is happening, and how to overcome it.

Which is a recipe for increasing societal conflict, not decreasing.

[Advice] The Antifragile Ethic

The fundamental ethical issue of our time is how to engage with a world where situations and systems, are fundamentally indecent. And sometimes the people inside of these systems and situations choose to behave and respond indecently—and to do it repeatedly.

Physician Heal Thyself

The issue is not whether or not historical past situations, peoples and systems were better or worse than current ones, that argument only serves as a distraction from addressing our current age of indecency. The real, core issue is how to manage the increasingly interpersonal conflicts that come with dealing with indecent situations and people in the world we have built for ourselves today.

This requires us to do the hard work of actively building new systems, and engage in situations by developing and maintaining an antifragile ethic:

Coming to grips with the idea that there will always be indecency (and this definition of indecency is individual, granular and personal, rather than institutional, democratic and systemic); and, the idea that individuals will have to make an active choice to address this indecency in behavior and choices head-on, rather than making the active choice to avoid, is the first part of the core of developing an antifragile ethic.

The second part of developing antifragile ethic is the idea that individuals must do the hard, emotional labor of engaging with themselves first and then others. The strongest antifragile ethical systems have at their core, a strong understanding and acknowledgement of the foibles and problems of the self first—before getting around to managing other people.

The last part of maintaining the antifragile ethic is to recognize that the choice to lead or follow is a daily, granular, choice-by-choice, day-by-day struggle that will lead to failure, disappointment and wrong decisions. But having that knowledge doesn’t allow us to abdicate the responsibility and accountability for making the hard choices (and accepting the consequences) granularly on a day-to-day basis.

Our need for ease (aided by our rapid technological growth and scientific knowledge) has led us to exchanging the hard work of being decent and building an antifragile ethic, for the faux immediacy of the unsatisfying search for an “easy” button, for addressing the difficult intricacies of interpersonal conflict.

There is no guarantee than this ethical development will work.

To search for such a guarantee is to ensure that the hard work of building an antifragile ethic will never happen. This is a fearful and childish search, doomed to never bear the fruit we so desperately need, to address our current, deepening, interpersonal conflicts.

-Peace Be With You All-

Jesan Sorrells, MA
Principal Conflict Engagement Consultant
Human Services Consulting and Training (HSCT)
Email HSCT: jsorrells@hsconsultingandtraining.com
Facebook: https://www.facebook.com/HSConsultingandTraining
Twitter: https://www.twitter.com/Sorrells79
LinkedIn: https://www.linkedin.com/in/jesansorrells/

[Opinion] Well, That Was Difficult…

“Well, that was easy.”

Actually, no it wasn’t.

And the expectation that it should be, raises more problems than it solves for many organizations, institutions, and even individuals.

If the resolution to the expectation of how the conflict should proceed, results in an outcome that seemed “easy,” that outcome—and the process to get to that outcome—should be reexamined.

Expectations around finishing—or resolving—a conflict, a pain point, or a problem, are often characterized as needing to be “easy” in order to be sold to the skeptical party on the other side of the negotiation table. But the expectation that resolution shouldn’t require anything of one party (and everything of another party) is a childish assumption that many adults act on in very sophisticated ways.

  • The expectation of an “easy” resolution to conflict leads to poor organizational storytelling around a conflict narrative (particularly in a customer service complaint context) as well as poor organizational dealings with employees who may (or may not) be “pulling their weight.”
  • The expectation of an “easy” resolution to conflict leads to policies, procedures and laws that lack common sense, hide devilish details in meaningless language and public pronouncements by organizations that should be trustworthy, but ultimately come off as satirical and farcical.
  • The expectation of an “easy” resolution to conflict leads to disappointments, which deepens dysfunctionality, creates a cycle of more conflict (not less) and allows individuals to hide behind fear, avoidance of accountability and accommodation of unethical behaviors.

The marketing of the “easy” button was genius from a marketing perspective. However, tangled geopolitics, organizational ethics problems and individual ennui are not resolved with a button.

The expectation of difficulty in resolving both simple and complex conflicts—coupled with the courage to do the difficult thing anyway—leads to long-term resolutions, deeper engagement and real, genuine relationships.

“Well, that was difficult. But it was worth it.”

-Peace Be With You All-

Jesan Sorrells, MA
Principal Conflict Engagement Consultant
Human Services Consulting and Training (HSCT)
Email HSCT: jsorrells@hsconsultingandtraining.com
Facebook: https://www.facebook.com/HSConsultingandTraining
Twitter: https://www.twitter.com/Sorrells79
LinkedIn: https://www.linkedin.com/in/jesansorrells/

[Advice] Expectations

Expectations are the mother’s milk of conflict.

The Best Phrase in Business-

They serve as the fuel that allows a conflict to grow, past the point of employing tactics that would be considered “reasonable” to the point of needing tactics that are unreasonable.

Expectations fuel conflict because they go hand-in-hand, with assumptions. Every party in a conflict knows that assumptions and expectations are deadly, but every party can’t always articulate why.

Here’s the why:

Assumptions exist in the individual minds of the participants in the conflict, their emotions, and their projection onto the other party. Assumptions are dangerous because they bind the other party in a box, not of their own making.

This box doesn’t allow for the creation of creative solutions to the conflict at hand. If anything, the assumption box leads to the same responses and reaction as those that created the conflict in the first place.

Expectations then come from assumptions, because human beings are pattern seeking animals. When looking for the patterns of migrating herds of beasts on the Great Plains or the Serengheti, pattern seeking is critical to eating and overall survival. However, in interpersonal relationships, in the 21st century, pattern seeking comes from the expectation that what occurred in the past, is still what will occur in the future.

Expectations bind each party to the other in a dance of futility, disappointment and dysfunction. Often—as in families, businesses, and even civic and fraternal organizations—this dance becomes part of “the way we do things here.” Which, when the steps in the dance are questioned by outsiders, defensiveness arises, and calls of “that’s just the culture,” or “You don’t understand. That’s just how we do things here,” begin to be the guiding mantra for avoiding the change that conflicts inherently create.

Managing disappointment with emotional maturity, clarity, thoughtfulness, and with the ability to confront appropriately and effectively, is one of the ways to break the pattern of expectations, derived from assumptions.

-Peace Be With You All-

Jesan Sorrells, MA
Principal Conflict Engagement Consultant
Human Services Consulting and Training (HSCT)
Email HSCT: jsorrells@hsconsultingandtraining.com
Facebook: https://www.facebook.com/HSConsultingandTraining
Twitter: www.twitter.com/Sorrells79
LinkedIn: www.linkedin.com/in/jesansorrells/

[ICYMI] Unpacking Other People’s Laundry

Unpacking assumptions is the first piece of the engagement process with conflicts in your workplace.

It’s hard enough to be confronted by the results of our faulty assumptions, but it is even more difficult to begin to unpack beliefs, values and perceptions that we have held for years.

In a conflict, we fail to unpack three areas:

  • Our Assumptions: The things that drive us are the things that hold us back. Typically they begin with the words “should” or “ought.” Our assumptions also color how we deal with (or ignore/dismiss) the other two areas.
  • Their Assumptions: The things that drive the other party are either dismissed, ignored or not fully understood by either party. Those drivers typically are prefaced by “they should” or “they ought.”
  • The Problem’s Assumptions: “There is only one way to solve an issue and it’s the way that benefits us the most. And, people are most always the problem because they won’t change. Oh, and there’s nothing wrong with me in this situation that solving the problem won’t solve.” These few sentences serve to build a foundation for continued disputes embedded in the conflict process. They assumptions inherent in them act as a concrete base, never allowing the problem to inch toward resolution and shutting down engagement.

With the level of knowledge to which we have access these days, the hard work that matters involves caring enough to seek out resources that can help get past the uncomfortability, fear and cowardice of the results of unpacking before engaging in the process of resolution.

-Peace Be With You All-

Jesan Sorrells, MA

Principal Conflict Engagement Consultant
Human Services Consulting and Training (HSCT)
Email HSCT: jsorrells@hsconsultingandtraining.com
Facebook: https://www.facebook.com/HSConsultingandTraining
Twitter: www.twitter.com/Sorrells79
LinkedIn: www.linkedin.com/in/jesansorrells/