The Conflict Resolution Toolbox, 2nd Edition

CHAPTER FIVEMODEL #2: THE TRIANGLE OF SATISFACTION

BACKGROUND OF THE TRIANGLE MODEL

The Triangle is actually a related part of the Circle of Conflict model (Chapter 6) and is taken from the same source, Moore's book The Mediation Process.¹ It is, in essence, a deeper layer for analyzing the concept and idea of interests, an idea that is fundamental to the entire conflict resolution field.

DIAGNOSIS WITH THE TRIANGLE OF SATISFACTION

Remembering that “interests,” for the purposes of these first two models, are defined as a party's wants, needs, fears, hopes, or concerns, the Triangle suggests that there are three broad types of these interests. Further, the Triangle proposes that we can map all interests into these three different types, and that these three types are qualitatively different from each other. When working to resolve conflict, each type of interest requires different interventions and different approaches.

Graphically, the model of the three types of interests looks like Figure 5.1.

Result (Substantive) Interests

This is the “what,” the outcome, the most tangible part of a conflict. In litigation, it's who pays how much money to whom; on a work team, it's the final decision on a contentious issue; in a landlord/tenant issue, it's whether the tenant keeps the apartment, what the new rental amount is, etc.

Figure 5.1 The Triangle of Satisfaction

In a housing ...