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Source: Bierck. H, 2004, Face-to-Face communications for Clarity and Impact, Harvard Business Publishing
a) initiating conflict resolution (by the initiator – one of the two parties).
The initiator is the party in conflict who chooses to confront the other party to resolve the conflict.
The BCF model describes the conflict in terms of Behaviour, Consequences and Feelings.
For example, a manager to a subordinate:
“When you do not obey my orders (Behaviour),
Find it difficult to impose my authority on others (Consequences) and
I feel frustrated and humiliated (Feelings)”.
The BCF statement should be descriptive, not evaluative (no judgement).
Step 1: Plan a BCF statement that keeps ownership of the problem, i.e. avoid distributing blame and
right/wrong judgements. Try to put yourself in the other’s place.
Step 2: Present your BCF statement and seek agreement on the conflict. If the other party does not
acknowledge the problem, persist.
Step 3: Propose alternative conflict resolutions.
Ask for, and/or give alternative conflict resolutions. If agreement happens, fine for both of you. If not,
appeal to common goals and sell the benefits for both.
Step 4: Make an arrangement for change.
Come to an agreed, if necessary, written agreement on actions you will both take to resolve the conflict.