Jessica, Brianna, Ruth, and Zachary are assistant vice presidents in a large teaching hospital. Every month, they gather with their mentor, Dr. Lon Right, to talk about the challenges they face on the job and the trends in management and leadership. This month, they are discussing the book Crucial Confrontations. 

Dr. Right. On the basis of our reading, what should be the ultimate goal in resolving conflict? 

Jessica. To resolve the conflict and get compromise on the matter. Get the parties to meet halfway and then move on.

Brianna. I totally disagree. Compromising often means that you get poor results. Solving conflict does not mean you should give up on your key principles.

Zachary. I can see both sides. The real goal of conflict management, though, is to mount the debate but to do it in a respectful manner. Get the issue on the table, agree clearly on what the end goal is, and then hammer out the solution.

Ruth. In my view, practically all conflict is a classic power struggle. Human beings resolve these power struggles through fighting for their right to be heard. Compromises don’t always happen, but what the book teaches us is how to negotiate with others so that we don’t damage the relationships we worked hard to build. 

Questions 

1. Is the ultimate goal of conflict management winning an argument, preserving a relationship, compromising on a solution, or all of these? 

2. What lessons from this chapter and from Crucial Confrontations can be applied to your conflict management efforts?