Dispute Resolution

Disputes often begin in a small way and escalate out of proportion over a period of time. A behaviour or action by one party seen as unacceptable by another party and not dealt with at the time is usually the trigger.

There are many reasons why appropriate action is not taken at the time:

• A fear of conflict
• Don't know how to communicate feelings
• Don't know what action to take
• Don't know how to take appropriate action

Many disputes arise internally within businesses and organisations. Others involve third parties, particularly suppliers.

Relationships with suppliers can deteriorate slowly, over a period of time. One party steps back a little, the other does the same. Over time, the gap grows to the point that neither party is able to make that first step back towards the other. Here is an example. An IT company's relationship with their client had completely broken down during a major new systems implementation. The supplier had raised additional invoices for substantial sums on top of the contract price. After holding separate meetings with both parties we hired two rooms in a hotel and spent a day of 'shuttle diplomacy', eventually resulting in the supplier cancelling all the invoices and both parties leaving happy and reunited.

In another, more recent case, we resolved a very difficult situation between two professional firms. The final settlement involved one party making a payment to a charity of the choice of the other.