Throughout one’s life, one establishes many
relationships. Some are built upon, and become strong and unshakable, some are
broken and left to dissolve. While some are paved slowly and with love,
blossoming to become something wonderful, others are blown apart - the pieces
scattered, never to be put back together again. Though these relationships
vary, from professional to personal, they are all prone to encountering some
form of conflict. John Dewey has designed a problem solving sequence with 6
(six) steps, listed and explained below, to facilitate resolution of these
conflicts.
Since the way one deals with conflict within the relationship will affect how
the relationship progresses, it is vital that one posse all the necessary
skills to resolve conflict in a way that brings satisfaction to everyone
involved. Dewey’s steps provide a clear outline of exactly what needs to be
addressed when dealing with conflict. This allows for effective time management
and allows all parties to be on the same track or in synchronization about what
has to be done. They also assure a fair and even discussion of the problem and
allow all parties to play an active role in the finding of a solution.
Problem Solving Sequence: Steps.
1. Define and analyze the problem.
Often times, when one is in a conflict situation or in a position of having to
deal with a problem, the parties involved are affected by the problem. These
emotions, or the stress of either risking loss or profit, could cause the
parties to have different views or perceptions of the problem. This step allows
both parties to have the same definition of the problem and to be aware of the
exact implications of this problem.
Example: George, a co-owner of a small coffee shop has noticed that there are
fewer customers coming in to his store. He is worried about his profit, and is
reluctant to change anything about the store due to the cost. Max, the other
owner, is more concerned with the quality of the food they provide, and is
willing to make any changes necessary to avoid failure on this project. At the
meeting, they define the problem in a clear open-ended question and they limit
the problem to time period that is reasonable.
How can we improve our shop’s sales within the next three months?
2. Establish criteria for evaluating solutions.
The solution can be either a practical one, which would affect material gains
or losses, or one based on value, which would fallow a goal that reflects image
or purpose. Max and George have decided to incorporate both types, and each
solution that they come up with must meet the established criteria.
The solution must cause a 5% increase in sales, must be cost effective, and can
not affect the quality of the products.
3. Identify possible solutions
This is where the parties (in this case Max and George) “Brainstorm”, or state
as many solutions as they can think of. It is important to keep in mind,
however, that these solutions must conform to the criteria mentioned above.
On Fridays and Saturdays there could be popular music playing from the radio
instead of jazz
Have a special for students, since they make up a majority of the clientele.
Have a night put aside each week so that local talent, musical or comedic, can
showcase. Etc…
4. Evaluate solutions.
This is where all of the solutions proposes are critically analyzed. At this
point, the proposed solutions can be adjusted or added to. This is also where
the ideas are made clearer and where it is possible to expand upon them.
The music on Friday would be pop, while the music on Saturday would be rock
The special for students includes a free coffee with a purchase of a sandwich,
or pastry.
The idea for the showcase is a good one because it involves participation of
the customers and people will come to see their friends. But how will we pay
the performers? Etc…
5. Selecting the best solution.
The selecting the best solution can be accomplished in several ways. The first
way is to have the decision made by authority. The leader would make the final
decision since he/she has more importance and experience. A decision can also
be reached through the process of “majority rules”. Though this process is a
fairer one it must be performed by a small group, and not two individuals.
Since George and Max are co-owners, and there is no leader among them, they
will be using the consensus method for their decision making. In this type of
method, a unanimous decision must be reached, therefor all parties must be in
agreement.
George and Max have decided to combine the student special with the music
nights. This causes little change in their budgets and satisfies their criteria
for evaluating solutions.
6. Test selected solutions.
After a solution has been identified and selected, a test should be made to
ensure it’s effectiveness. This can be done through polling, analyzing, and
other methods of collecting data.
George and Max will try their solutions for two weeks and observe the if there
is an increase in their sales by comparing the totals of the two weeks to the
two previous weeks. They have also chosen to advertise using homemade signs in
the windows.
As with every change, there is a trail-and-error period where things are
revised and new circumstances may render the old decision obsolete. These steps
are to be followed in an orderly fashion, but this does not mean that they can
not be returned to. If, after completing a step, the desired result is not
obtained, one can always go back to any previous step they wish and start from
that position. For example, if it is impossible to select the best solution one
may chose to reevaluate the solutions, or even try again to identify more
solutions. These guidelines are useful in allowing for greater efficiency and
establishing an agenda, but can, and should, remain flexible enough to be able
to be applied to any situation