CASE STUDY #2:

Working Through Conflict

The Challenge: The client was the charitable foundation affiliate of a national trade association. Several issues related to governance, control of finances, and reporting requirements were generating friction between Board members of the two entities. The charitable foundation wanted to update its strategic plan, but also needed to address the concerns of its parent organization.

The solution: Once the date was set for the Foundation's strategic planning retreat, Kagan Associates kicked into high gear. We gathered the necessary background information for planning purposes through structured interviews and a participant questionnaire. With this information, we identified the gaps and pressure points that undermined relations between the two Boards. Identified misunderstandings were respectfully negotiated via conference calls prior to the retreat. This preparatory work allowed participants to arrive at the retreat with a cleaner slate, ready to think creatively.

The retreat was designed to focus attention on the desired future state all participants hoped to create. As a shared vision unfolded and people relaxed into the process, Kagan Associates guided the discussion towards the more sensitive areas of interaction, seeking to deepen the understanding of root causes of dissension. In this safe context, misunderstandings were discussed openly, an appreciation for the perspectives of others developed, and core issues were resolved.

The Results: With clarity and agreement on missions for each entity, and a greater understanding of how the two entities supported and enhanced each other, friction between the two Boards was greatly lessened. Participants were able to begin working together enthusiastically and successfully to implement the goals and initiatives identified in their plan. As one leader reflected, "We had some very delicate issues to bring into the daylight and it was the first time the group had been forthcoming. It was a giant step forward for us."