Addressing the Entire Spectrum of Human Conflict

Vistelar training and consulting services focus on addressing the entire spectrum of human conflict at the point of impact from before an interaction begins through to the consequences of how an interaction is managed.

“Point of impact” is the short period of time when disagreements, insults, and gateway behaviors, like swearing or aggressive posturing, can escalate to conflict and on to emotional and/or physical violence. Effective point-of-impact conflict management using Vistelar’s methodologies ensures the best possible outcome for interactions with others and sets the stage for positive future interactions.

Vistelar’s Six C’s of Conflict Management provides a means to analyze interactions and determine which conflict management tactic should be used in which phase of an interaction.

The blue boxes in the Six C’s graphic describe the three elements of all interactions:

Context: Approach considerations, such as risk assessment, decision to proceed, distance and positioning, and personal mindset

Contact: Interaction considerations, such as words, tone of voice, facial expressions, eye contact, hand position, body language, and posture

Closure: Follow-through considerations, such as ensuring the situation is stabilized, summarizing decisions, documentation, and debriefing

The primary goals of these elements are non-escalation (conflict prevention), achieving the best possible outcome, and establishing a positive foundation for any future interactions.

The red boxes in the Six C’s graphic describe what can happen when interactions escalate:

Conflict: When questioning, anger or abuse enters into an interaction

Crisis: When the person with whom you are interacting is displaying at-risk behaviors

Combat: When resistance or aggression results in physical engagement by either party

Note: while uncomfortable to some, the term “Combat” is used as a means to emphasize that physical engagement is a possibility in all jobs and must not be glossed over in conflict management training.

The primary goals in the face of Conflict, Crisis, or Combat are de-escalation, everyone’s safety, and shifting the situation to a positive outcome.

Note that all interactions have a Context, Contact, and Closure element but only come interactions progress to Conflict, Crisis, and/or Combat.

At Vistelar, we describe the Six C’s graphic as displaying the “blue brick road” and the “red brick road.” For an explanation of this description, please visit the Services page.