1. CONFLICT ANALYSIS THE TRIANGLE OF SATISFACTION By VILBERT VABI VAMULOH 1

2. CONFLICT MODELS Models - “a description or analogy used to visualize something that cannot be directly observed,” and “to produce a representation of it.” (Merriam- Webster dictionary) --- Diagnosis (Step 1) Thus models enable us to identify the different causes of conflicts and subsequently think of possible strategies on how these conflicts can be managed. 2

3. THE TRIANGLE OF SATISFACTION Emotion (Psychological) Result (Substantive) Process (Procedural) Source: Furlong(2005) 3

4. PROCEDURAL INTEREST Procedural Needs This relates to the process by which the conflict was/is being resolved The opportunity to have a "fair go” The opportunity to put forward own point of view Having confidence in information, protocols and meetings. 4

5. EMOTIONAL INTEREST Relates to the thoughts and feelings parties have throughout the start of a conflict to the negotiation process Personal and emotional aspects people bring to the negotiating table How people feel about what is being negotiated for How people feel about themselves during and after the negotiations. 5

6. Substantive Needs The material things and issues people are negotiating about or making decisions about Can be both tangible, e.g. money, time, rights, possessions; Or intangible, e.g. respect, consideration. 6

7. Procedural Interest Smith Jones No violence Committee to be setup to get rid of Jones Want all these resolved quickly No violence Equal treatment of all Wants to be part of community decisions 7

8. Emotional Interest SmithJones Maintain influential status Fairness, Respect, no trust Frustrated, violated and angry Feels isolated and marginalized Disrespected, unfairness, no trust Frustrated, violated, and Angry 8

9. Substantive Needs Smith Jones Power and respect Security A community with respect for everyone Accommodation Security Sense of belonging and freedom from criticism Education, Jobs 9

10. Benefits Enables mediators develop a fairly deep understanding of what is motivating the parties by exploring and understanding their interests. Permits the identification of areas of “common interest” which could then serve as the basis of conflict management. 10

11. Shortcomings The Triangle of Satisfaction specifically looks at different types of interests which is just a single cause of conflicts  The circle of conflict model which aims at identifying the different causes and focuses on Values, Relationships, Moods/Externals, Data and Structure 11

12. Strategies for Conflict Management Every conflict has both common and competing interest. However, we always tend to focus on the competing interest and this often leads to escalation of conflict. Go through this process and identify the common interest and this should always serve as the basis for managing your conflicts. 12

13. Conclusion I will leave you at this point today because we do not have enough time but we shall examine the Circle of conflict model during our next meeting to have a broader understanding of the different causes of your conflict. Have a nice and see you next time Bye 13