After talking separately with Amy and Carl, Daniel suggested that they meet together again.

At the joint meeting, Daniel explained, "I think that this situation, while it is certainly difficult, could benefit by getting all the people who will be affected by a decision together to talk about what each person wants to see happen and why. Then we can see if we can reach a consensus on the best possible course of action."

Amy said, "But isn't consensus impossible here? It's pretty clear that Carl and I aren't going to agree on some pretty basic things!"

Daniel said, "Consensus doesn't have to mean total agreement, just that the decision we come to is the best possible one for this group at this time. And we try to separate the people from the problem keep the focus on what should be done in this situation, rather than on competing values or personalities."

Daniel is suggesting the parties participate in a stakeholder process in order to come to an agreement. Select the true statement about this type of process.

• Stakeholder processes are best used for simpler conflicts with only a few parties involved.
• The first step in a stakeholder process is to identify all the parties who would be affected by the outcome.
• The last step in a stakeholder process is to have the agreement signed into law by a judge.
• Stakeholder processes take less time than most other conflict resolution processes.

Daniel explained, in general terms, how a stakeholder process would proceed in the case of the conflict in Carl and Amy's neighborhood. "Since we're dealing with a large group of people and many potential issues, it can take a bit of time. There's a pretty sensible order to how we proceed, though we may move back and forth between stages a bit. Here's an outline of how it would go."

Which of the following actions is part of a step in the stakeholder process?

• Coordinating a schedule and setting time limits
• Clarifying the various interests of all stakeholders
• Ensuring all stakeholders share the same values
• Removing stakeholders that are delaying the process

Daniel explained to Carl and Amy that he considers their participation as stakeholders important to involving the neighborhood as a whole in the decision-making process. He asked them to review the conflict analysis and identify what each of them considered to be their key interests in the situation.

Carl said, "You got a lot right. The only reason I'm involved here is to keep the neighborhood safe. That's the right thing to do."

Amy responded, "You think I don't want a safe neighborhood? Carl, we all want that! I said as much to Daniel when he interviewed me. But I also want to help people get access to better jobs and resources. We have responsibilities to other people."

Carl shook his head. "I don't think I'm responsible for people I don't even know. They should be responsible for themselves and make something of themselves like I did."

"What about Sam?" Amy replied. "You make it a point to shop at his store when you could afford to go to places with a better selection."

Carl became quiet and then said, "I really do want Sam to stay in business. He's been a friend to me for a long time, and he worked his way up like I did. And since you new people in the neighborhood don't shop at his store, I guess it falls to me to help him out."

During this discussion, Daniel got Carl and Amy to agree on neighborhood safety as a(n) __________ that is held by both parties, even if they don't yet realize it.

• position
• core assumption
• perception
• interest

After reviewing the conflict analysis with Daniel, Carl and Amy agreed to participate in the stakeholder process and ask each of their allies to participate as well. Daniel asked them if they felt that reviewing his conflict analysis was helpful to them.

Carl said, "It was. It helped me understand what was going on from a different angle. You know, I'm impressed by how you've dealt with us so far. I had really strong doubts about the kind of stuff you do, but I feel like I've been treated fairly by you, and we haven't even really started yet."

Daniel replied, "Well, preventing conflict is usually better than solving it once it comes up, and when it does come up, it's best to solve it at its earliest point. So I try to use what I know about conflict resolution all the time."

Carl said, "I may take a class with you guys then, and maybe my neighbors should, too. I have a feeling that the situation with the housing complex would have gone a lot differently if we'd all had some of these skills. Amy and I should have talked to each other differently from the beginning."

There are several techniques that might have been used to prevent or resolve conflict over Carl's web posting about the housing complex. Which of the following is an example of an I-statement?

• "Carl, when you say things like that on the web, you're only hurting your own case."
• "Carl, can you tell me why you felt you had to air your complaints about us in public?"
• "Carl, when you say things like that on the web, it frightens us, because we're not sure we can trust you as a neighbor."
• "Carl, when you said you wished we'd all move, is that what you really want, or do you just want people to try to understand your position?"

Amy thanked Daniel for his work so far and said, "I'm anxious to get started. How long do you think the process will take?"

Daniel replied, "I'm not sure. It really depends on what people want to see in an outcome here and how easy it is to find a workable solution that everyone can agree on as the best possible choice."

Carl said, "I bet the mayor's office isn't too happy to be waiting. I know they've wanted this issue decided for a while."

Daniel said, "I think they'll realize that a good solution is worth the wait for them. But yes, I expect they'll want frequent updates to know how things are going. Consensus isn't necessarily the simplest process, but it can generate good outcomes by getting everyone involved."

There are advantages and disadvantages of consensus-based decision making. Select the statement that describes a disadvantage.

• The final decision excludes the input of certain parties.
• The final decision may not fit the existing organizational structure.
• Once the process starts, no one else can join in.
• The process moves very quickly.