I’ve got a new column posted on From the Ombuds about one of the most common reasons people find themselves in conflict:
Almost a month ago (how time flies!), a speaker at the International Ombuds Association annual conference said something that stuck with me: conflict is driven by unmet expectations. I had never considered it that way before, but it does explain many of the conflicts that I see as an ombuds. Many of the problems I see are, at their root, begin with unvoiced expectations and spiral into conflict when those assumed expectations aren’t met. Mutually assumed but unmet expectations multiply the problem.