Along with consulting, I’m the founder of the Conflict Resolution Center. We help people quickly and peacefully resolve disputes. Most of our work focuses on family issues, real estate, contract issues, and so on. With a resolution rate of about 90%, we’re highly confident that what we do works. Given the fact that our clients, who struggle to get along, are the ones who control the outcomes, this is amazing!

The reason I mention this is I’ve been writing about goals recently. This causes some frustration and push-back from some readers. They accurately insist that all goals are not created equal. Some goals are “soft”; meaning, they are about attitudes or behaviors in others. They don’t lend themselves to directly being pursued and accomplished. In these situations, process, or how we work, is the difference that makes the difference.

Let me explain. Some goals I can just go and do. Today’s task list, for example, I’ll write this article, prepare to meet with a group, meet a prospect, meet a client, and record a new leadership development product.

Some goals, like mediating a dispute, don’t work that way. I can’t just choose to resolve someone else’s dispute. The clients control the outcomes.

So what do I do? How in the world do we help 90% of our clients achieve resolution?

We use a process. A process that works.

What is a Process?

A process is simply a system of actions or steps. In mediation, we rely heavily on processes to guide us through complex and confusing conversations. We stay at each stage of the process until the work is done and then move forward.

We trust the process and stick to it. We don’t worry about achieving resolution. We approach cases with confidence that resolution will be the result. We don’t have to stress when it seems like things aren’t working. Our trust in the process results in 90% of our clients achieving resolution. We can’t always predict which ones will or won’t. But we know that a vast majority of them will.

Processes are often needed when:

1. Goals are “soft” in nature (become more productive, more engaged, happier, fitter, etc.).
2. Outcomes can’t be controlled.
3. There is a significant, or unspecified, amount of time between start and finish.

Some situations, like the ones listed below, have proven, useful, defined and effective processes available for our use. No need to “reinvent the wheel”. However, we do need to be willing to set aside objections and internal resistance and commit.

What situations benefit from processes?

Businesses:

• Marketing
• Leadership development
• Quality improvement
• Coaching and mentoring

Non-profits and faith-based organizations:

• Helping people build healthy relationships
• Working with addictions
• Fundraising
• Staff and board development
• Coaching and mentoring

Personal life:

• Investing in your marriage
• Building great relationships with your kids or parents
• Building a healthy lifestyle
• Spiritual growth and development
• Building financial security or wealth

How do you create a process that works?

Step One: Be clear about your goals. Sorry if you thought I was going to let you get all unfocused and ambiguous here! As Stephen Covey said, “Begin with the end in mind.”

Step Two: Research (or build) a simple system of steps that works. Identifying a system that already works is usually the best way to do this. Some people benefit dramatically from hiring a coach or consultant who understands the process and can guide them through implementing it. Identify necessary steps, clarify and implement.

Step Three: Define how you will measure progress. Yes you can. (I can hear the objections from here!) Here’s how I measure one aspect of my marketing process: Let’s say I have a goal to gain 10 new clients this year. I can’t just go and get 10. However, I know I’ll get more clients if I meet with two prospects a week. I know that in order to complete two meetings a week I need to reach out to about eight people every week. I know the majority of the people I reach out to will eventually meet with me. If I meet with an average of 2 prospects each week for 50 weeks, that’s 100 meetings a year. And if, conservatively, 10% actually hire me, that’s 10 new clients per year. It’s not difficult. It doesn’t take a lot of time and it’s measurable.

Step Four: Review and Adjust. While we don’t want to reinvent the wheel, sometimes the tractor tire doesn’t fit the tricycle. It doesn’t mean a wheel was a bad idea. But we might want to try a different size to get the right fit. It’s nicer if someone can tell us the “right” size first time out. Regardless, review your results and make adjustments. Trust the process.

Also, don’t get hung up on the word “process”. Some people have routines, regular disciplines or practices they follow. Call it what you want. Just do it.

What is one area at work or in your personal life that would benefit from setting up a process?

Would you like to explore how I might be able to help you predictably accomplish more? Contact me.