Conflict coaching is the process through which a coach works one-on-one with a client to develop the understanding of the conflict, interaction skills, and strategies of the client (Brinkert, 2013). Often than not, the principles of conflict coaching can be used to support an individual currently involved in a conflict, develop an emerging leader, help in the integration of a new team or organizational member, and support individuals to interact with others proactively (Brinkert, 2013).
Case Study: Conflict Coaching and Ombuds Field
A student was issued with good grades on a series of assignments by the instructor, but after the assignments were run through plagiarism software, the instructor deducted 25 percent from the student's initial grades on the assignments. The student felt that it was not fair for his grades to be changed by the instructor after they were issued, and he sought out the services of the Ombuds (Brinkert, 2010). The student also felt that he had been wronged because two of the papers were short and consisted of factual information that did not appear elsewhere. Based on the plagiarism claims of plagiarism, the student argued that no complete sentence in the assignments had appeared in any single prior source, thus making the deductions in his grades unjustified (Brinkert, 2010).
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To address the situation, the Ombuds solicited the student's perception based on his understanding of the problem. The student was also requested to consider the case from the instructor's point of view. From his response, the student felt that he had been wrongfully graded, and he had never anticipated that he would be in such a situation (Brinkert, 2010). The student also pointed out that he had considered other alternatives to solve the stalemate with his instructor. Still, he was unsure if the outcomes from the chairman of the department and his advisor would work in his favor. In the comprehensive conflict coaching model (CCM), this is the second stage where the ombuds are exploring identity, emotion, and power to get an expanded view of the situation from the client and the instructor to gain a fuller understating of the problem and what needs to be taken into account for a positive outcome to be realized (Brinkert, 2010).
After an in-depth exploration of the issue, the Ombuds invited the student to state his ideal outcome of the situation. This process enabled the client to develop a vision for a perceived outcome. In this process, both the Ombuds and the client shift to the refinement and testing the best story (Brinkert, 2010). Based on the feedback given by the student, the Ombuds decides to clarify to the student the plagiarism policy of the university and procedural requirements. The Ombuds also provides alternatives measures that the student could pursue founded on the insights gained from the case.
The Ombuds applied a humanistic approach in the case by allowing the student to tap into his inner strength in order to connect with him at a more personal level. The student was given the opportunity to articulate his thoughts and feelings without bias. The communication process between the Ombuds and the student was humanized enough through preparation, storytelling, and interrupted the flow of conversation between the parties (Brinkert, 2010). Thus, the application of the human perspective is dispute resolution helped build relational trust between the student and the Ombuds. The human element was applied in the mediation process as the student was allowed to tune into his own humanity and also to consider the perspective of the instructor through uninterrupted conversation. To understand the student, the Ombuds employed the use of mediation and dialogue to guide the student towards a settlement with the instructor and to also experience the needs of each other as fellow human beings in developing an understanding of what they need in order to create mutually chosen solutions (Brinkert, 2010).
Communication and comprehension play an influential role in conflict management. Through communication and cognition, the conflict coach facilitates the client in thinking through the various aspects of the conflict and to contemplate the available options that could be used to better the situation. The conflict coach plays a vital role in raising questions, offering insights, and offering feedback through effective communication and comprehension skills by formally or informally building an ongoing working relationship with the client. Communication and comprehension in conflict resolution are essential in reducing anxiety. Effective communication allows individuals to address their concerns and get to the core of the conflict, contributing to the successful resolution of disputes between individuals and groups.
Therefore, leaders and managers need to build conflict communication capabilities that stretch beyond dispute resolution processes to the individual level. The comprehensive coaching model can be used by managers in supporting their team members in dealing with conflicts that arise within individuals and teams more effectively. Instead of fixing conflicts, managers can be become conflict coaches by helping their employees resolve inevitable conflict, thus building capacity and maintaining dynamic expectations of conduct and creating more resilient teams that can experience disputes as an opportunity and not a threat.
References
Brinkert, R. (2013). The Ways of One and Many: Exploring the Integration of Conflict Coaching and Dialogue-Facilitation. Group Facilitation: A Research & Applications Journal , 12 , 45–52.
Brinkert, R. (2010). Conflict Coaching and the Organizational Ombuds Field. Journal of the International Ombudsman Association , 3 (1), 47–53.
