Our attitudes about conflict in general, and a particular dispute situation in particular,
have a significant impact on the conflict outcome. In this unit you will learn how
emotions determine what is defined as a conflict or dispute and what isn’t; how
emotions often escalate conflicts to more destructive levels, but also how
emotion—along with reason—is necessary to transform and resolve conflicts. In
addition you will learn about the process of framing and reframing. One of the most
difficult aspects of conflicts and disputes is that each person involved sees (that is,
frames) the situation somewhat differently. This makes understanding the other’s
motivations, interests and needs difficult, which makes resolution more difficult than
it needs to be. By learning how to recognize and manipulate frames, conflicts and
disputes can be addressed more constructively.