Twisted Staircase

Services

Conflict

Management

Goals

Help individuals and groups

  • Work productively with differences and conflict

  • De-escalate existing conflict

  • Have conversations about perceived conflict

  • Surface and examine what the conflict is really about

  • Discover underlying issues that may lead to conflict.

Approaches

  • Interview and/or survey members of an organization or team to assess what may be the source of conflict/differences and processes currently in place to manage conflict.

  • Take a systems (rather than an interpersonal) approach to understanding conflict

    • Are there structural issues (e.g., role or task conflicts) that need to be clarified?

    • What are the parties involved “holding” on behalf of the larger system?

    • Is there a larger organizational conflict that needs to be explored that is being given expression by the conflicting parties?

    • What is happening in the larger environment? How does the organizational conflict reflect or mirror the external context?

  • Design and facilitate dialogic processes

  • Design and facilitate meetings and retreats for teams or departments to clarify purpose and understand individual roles

  • Design and implement training programs for communicating and working with conflict

Results

“What I found most useful about Tracy’s work with our group was her ability to bring out issues amongst us that we probably would not have dealt with without her help. I think that everything she covered was very helpful. Tracy listened to everyone’s comments. She gave us all the time we needed to get our thoughts together. I really appreciate her ability to help us maintain a calm and peaceful discussion, that may have gotten out of hand without her assistance.”

Tracy Wiggins

Boston Public Library

“Never having done this before, I had extensive reservations for myself and my staff. After interviews both inside and outside the system, and many questions to Tracy, I felt generally good about the process going in; better during the meeting and also after the meeting. I have appreciated her expertise and willingness to delve into tough issues.”

Elaine James

Boston Public Library

Experience &

Education

  • Designed and facilitated retreats for participants to explore areas of differences, discover areas of agreement, and pave a path forward

  • Authored three publications on a group relations approach to conflict transformation

  • Certification in Conflict Dynamics Profile (CDP-I, CDP 360)

  • Certificate in Community Mediation, Metropolitan Mediation Services, Brookline, MA

  • One of 20 participants selected world-wide to participate in Academic Council on the United Nations System (ACUNS) and the American Society of International Law (ASIL) Summer Workshop on Peacebuilding and Statebuilding in Divided Societies: What Role of the International Community? 2011

  • Training in anti-racism and multiculturalism with Visions Inc.

  • Training in System-Centered Theory and Practice (Yvonne Agazarian, Ph. D.)