At the heart of every conflict lies the fundamental issue of unmet human needs. People engage in disputes either to fulfill these needs, or due to the perception that their needs are incompatible with those of others. Resolving conflicts requires addressing these needs, but to do so effectively, ombudsmen and mediators must first understand the forces driving the conflict. In his work, ‘The Dynamics of Conflict Resolution,’ prominent conflict resolution scholar Bernard Mayer emphasized the multidimensional nature of conflict.
His conflict framework identifies five key forces—communication, emotions, values, structure, and history—as central to conflict dynamics. Though not exhaustive, these forces offer valuable insights into analyzing and addressing disputes.
Communication as a source of conflict
Conflicts often stem from miscommunication. While casual conversations only occasionally lead to disputes, crucial conversations—marked by high stakes, divergent opinions, and intense emotions—frequently do so. In such situations, physiological responses like adrenaline rush impair reasoning, make it challenging to navigate discussions calmly and rationally. Cultural, linguistic, and generational differences further complicate communication, leading to misinterpretation and misplaced assumptions of bad faith. Ombudsmen and mediators play a critical role in clarifying intentions, improving communication, and fostering mutual understanding.
The role of emotions
Emotions are potent drivers of conflict. They dictate focus, influence thinking, and shape behavior. Primary emotions like anger, fear, sadness, and happiness form the foundation of more complex secondary emotions, such as guilt or jealousy. Negative emotions can cloud judgment, limit creativity, and lead to regrettable actions. Conversely, positive emotions enhance collaboration and problem-solving. Effective conflict resolution involves creating a safe space for managing emotional expression. While some experts recommend addressing underlying emotional needs, others suggest focusing on core concerns like appreciation, autonomy, and status to manage emotions indirectly. Tailoring approaches to the context of the conflict—be it interpersonal or work related—is essential for success.
Values and their impact
Values are deeply held beliefs about right and wrong that shape personal identity and guide behavior. When we join the Organization, often coming from outside, we bring with us our own experiences, norms, and ways of working. However, upon becoming part of the UN community, we commit to upholding the principles and standards that define it. This means aligning with the UN Charter, Code of Conduct, and the Values and Behaviors framework, which guide our actions and reinforce our shared mission. Conflicts based on values often become intractable as individuals perceive challenges to their values as personal attacks. Ombudsmen and mediators must reframe value-based disputes to avoid moral polarization, emphasizing shared values and fostering collaboration. Encouraging affirmative expressions of beliefs rather than oppositional statements can shift the focus from conflict to common ground.
Structural challenges
Structural issues—such as resource constraints, unclear roles, or conflicting objectives—often underlie disputes. These systemic challenges can create or exacerbate conflicts, even among well-intentioned parties. For example, overlapping responsibilities in the workplace may lead to tensions between colleagues. Addressing structural barriers—such as clarifying roles or improving communication channels—can resolve such disputes. When structural issues are unchangeable, ombudsmen and mediators can help parties adapt and find creative solutions.
The influence of history
Conflicts are profoundly shaped by their historical context. Past grievances and misunderstandings often fuel long-standing disputes. Major international conflicts like the Israeli-Palestinian issue, the Indo-Pakistani conflict over Kashmir, and the Cyprus conflict, all illustrate this concept well. Ombudsmen and mediators must understand the historical dimensions of a conflict, promote balanced narratives, and leverage the elements of shared history, such as working as a team towards a shared goal, to foster reconciliation and understanding.
By addressing the five key sources of conflict—communication, emotions, values, structure, and history—United Nations Ombudsman and Mediation Services (UNOMS) practitioners can uncover the root causes of disputes and guide parties toward resolution. Each conflict is unique, requiring careful analysis and tailored strategies. Bernard Mayer’s framework offers a valuable lens both for understanding the complexities of conflict and for fostering lasting peace and a harmonious work environment.