Glasl-Model: Different stages of a conflict

4. Glasl-Model: Different stages of a conflict Friedrich Glasl developed a conflict escalation model, which was published in 1997, analysing and describing the different stages a conflict can go through.

Not every conflict goes through this model step by step but in many cases it is possible to assess at what stage a certain conflict is at within the Glasl escalation model.

This model can support you in analysing the next steps you can take to avoid further escalation in a conflict.

https://www.youtube.com/watch?v=OBjOwPBxYgA

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Example case of the Glasl-Model An ice cream manufacturer who wants to launch a new ice cream targeting a new customer group. Two people from different departments are put together on the task. Alex Smith the engineer and salesperson David Taylor, both are second in command in their departments. It is their first job at management level.

Stage I: Taylor and Smith exchange ideas over the new ice cream. They have different ideas about the packaging and the taste. Taylor wants to alter the taste and packaging radically, while Smith argues that this is very difficult with the current production facilities. They both get a bit frustrated over each other’s arguments.

Stage II: The discussions develop into verbal confrontations and they start seeing each other as competitors. They still want to develop a new ice cream but it has to be from their departments’ point of view.

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Example case of the Glasl-Model Stage III: Taylor is on a promotion tour to major customers. Smith starts the production of a new ice cream with new flavour and new packaging. Smith does not consult Taylor on this and sees further discussions as pointless. The packaging and taste are contradictory to what Taylor expected.

Stage IV: Taylor comments upon return that all major customers want something totally new and now the company cannot deliver that to them. Our biggest opponents is not our competitors but our own production department, they are doing everything to prevent us from success. Smith - his response is that we produce the worlds’ best ice cream, we need a sales department that is good enough to bring across this message. Both tell bystanders within the organisation of the lack of understanding with the task in developing a new ice cream.

Stage V: Taylor publishes figures of the new ice cream and it is doing poorly compared to the competition. Smith - his reputation is tainted within the organisation, he believes that the sales department has made no real effort.

Stage VI: Smith gets his boss to complain to the boss of Taylor (the sales manager), if the sales manager does not get a grip on Taylor a formal complaint will be filed. The sales manager ignores the threat and even makes jokes about it with Taylor and other employees.

Stage VII: Both counterparties draw the conflict to outside of the organisation. Smith gets old contacts to complain about the sales departments and that Taylor does not honour agreements. Taylor gets customers to complain about the taste of the new ice cream, as this is Smiths responsibility. They are both trying to eliminate their counterpart.

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Example case of the Glasl-Model Stage VIII: Smith, together with the whole production department, tries to sell the new ice cream through an external marketing supplier. It will result into lay-offs for the marketing department and it will blow the whole department into pieces. As retaliation the sales department tries to work through an external production supplier. Now both departments are fighting against each other in their struggle to survive.

Stage IX: Both counterparties are now so eager to punish and destroy the other. The sales department discloses information about their new products to their competitors, competitors can then launch similar products in advance. The production department gets stuck with their products. Production retaliates by starting production too late or not at all, so that sales cannot deliver on orders and loses revenue. There is no logic in this last phase and leads to the company`s downfall.

Flixabout. (2017). In: https://www.youtube.com/watch?v=OBjOwPBxYgA

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