Facilitation Guide for Effective Conflict

Practice in finding a win-win solution - Internal conflict 1
In the case of the manager who had a dilema whether to punish the guard or not, 
this is what the Cloud looked like:
COMMON GOAL
WANTS 
NEEDS 
To be satisfied at 
work
To prevent repetition 
of stock missing
Punish the guard
To keep a good 
relationship with the 
guard
Not punish the guard
COMMON GOAL
WANTS 
NEEDS 
For the patient 
to heal
To feel safe
For the doctor to 
prescribe a particular 
medicine
Patient
Doctor
To be professional
Not to prescribe any 
medicine before 
examining the patient 

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In order for the manager to be satisfied at work, she needs to prevent a repeat situation of the 
stock missing and that’s why she wants to punish the guard. On the other hand, in order for the 
manager to feel good at work, she needs to keep a good relationship with the guard and that’s 
why she wants not to punish the guard
How can she prevent repetition of this situation with the stock missing and at the same time 
keep a good relationship with the guard? 
Perhaps she could tell the guard that it is her duty to punish him for the fact that 
the stock is missing but that this time she would chose not to punish him because 
she is sure that he would have learned from this mistake and would not allow the 
same mistake to happen again, but should it happen again, she would have no 
choice but to punish him. 
Perhaps the manager could tell the guard that the procedures in the company are 
such that she has no choice but to punish him. However, she could offer him to 
choose the “punishment”: to replace the stock, to have a certain percentage taken 
off his salary at once, or to take a certain (smaller) percentage taken off his salary 
over several months etc. The important thing is that the guard realizes the man-
ager is allowing him to take control of how he chooses to set the situation right.