Conflict Resolution – The Five ‘A’s Technique

Conflict Management: A Communication Skills Approach

Conflict Resolution – The Five ‘A’s Technique

The ultimate purpose of conflict-management is to minimize the incidence of

dysfunctional conflict by mutually satisfying outcomes that help a team, group or

organization function more effectively and achieve stated goals. Hence, individuals must

find a workable solution to workplace conflict to avoid conflict where possible and

organizing to resolve conflict where it does happen, as rapidly and smoothly as possible.

 the following five steps as the “five A’s” of conflict management: assessment, acknowledgement, attitude, action, and analysis.

1. Assessment: Conflict assessment is the first stage in the process of conflict management

and resolution. Conflict assessment is the process of systematic

collection of information about the dynamics of a conflict taken up to enable the

contending parties gain a deeper understanding of the nature and consequences

of the conflict. The assessment maps the conflict, and then uses it as an evaluation

tool to determine whether or not there is a reasonable possibility for initiating an

intervention process to manage or resolve the dispute.

2. Acknowledgement: The acknowledgement step involves each party hearing

out the other party’s viewpoint and thus allows both the contending parties to

build the empathy needed to reach an amicable and mutually agreeable solution

to the problem. The acknowledgement stage is also to demonstrate that each

of the parties understands - without necessarily agreeing with - the other party’s

position. Acknowledgement goes beyond merely responding to what is said;

however, it involves actively encouraging the other party to openly communicate

its concerns.

3. Attitude: The attitude step tries to eliminate the foundation for pseudo-conflict.

In the attitude step, one analyzes potentially problematic variations in styles of

writing, speaking, and non-verbal mannerisms. Such differences may blur

meanings. It is the role of the effective conflict participant to maintain an open

mind toward all parties involved.

4. Action: The action step involves the implementation of the chosen conflicthandling

mode. The concerns and interests of the contending parties are

solicited, a mutually acceptable solution is arrived at and an environment of

trust is created for conflict resolution.

5. Analysis: This is the final step in the conflict-management and resolution

process wherein the participants decide on what they will do, and then

summarize and review what they have agreed upon. The analysis stage initiates

the impetus for approaching conflict-management as an ongoing process.

Analysis also enables participants to monitor both the results of the conflict

resolution.