Culture

• How does the organization view conflict?
• What is the attitude toward change?
• What style of conflict management is valued?
• What specific conflict management behaviors does the culture support?

 Expectations

• What is the vision, mission and values of the organization?
• What is the conflict management vision, mission and values of the organization?
• What are the conflict management roles of employees, supervisors and managers?
• What are the conflict management responsibilities of employees, supervisors and managers?

Skills & Knowledge

• What kind of conflict management training is provided?
• How skilled and knowledgeable are people about the dispute resolution procedures?
• How skilled are disputants and their representatives in collaborative negotiations?
• How good are people at listening to each other, probing for interests, and exploring creative options?

 Support Structure

• Who do people turn to for help?
• What access points are available?
• What resources are currently available?
• What conflict management information is collected, measured and evaluated?

 Rewards & Consequences

• What conflict management behavior is rewarded and how?
• How are successful outcome behaviors measured?
• What are the accountability mechanisms?
• Who are the conflict management heroes in the organization?
• How is feedback given?

 Procedures & Options

• What are the formal and informal procedures for dealing with conflict?
• How is conflict actually managed and resolved?
• What do people do if they have a complaint?
• What are most disputes about?
• What is working well/not working well with respect to the handling of disputes?
• What interest based and rights based options are available?