The Triangle of Satisfaction is a model created by Christopher Moore, author of The Mediation Process. The model is related to the Interests section of the Circle of Conflict model, but can be utilized as a standalone reference for addressing interests in negotiation and mediation processes.
The Triangle of Satisfaction model is based on the idea that there are three distinct but interrelated types of interests. Each party in a dispute will have substantive interests related to the outcome or result of the conflict. The parties will also have psychological or emotional interests that are related to the thoughts and feelings the parties have throughout the conflict, negotiation, or mediation. Finally, each party has interests related to the process by which the conflict was resolved.
Below is a visual representation of the model.
In his book, The Conflict Resolution Toolbox, Gary Furlong notes, “Each of the three types of interests or wants, needs, fears, hopes or concerns requires different interventions and approaches to be successful in conflict resolution.” The extent that each party feels that their Result, Process, and Emotional interests are satisfied is correlated with the extent to which a sustainable agreement is likely.
The interests each party brings to the table concerning what they want to get out of the negotiation or mediation represent their interests in Result. For example, when negotiating the price, terms, and delivery of a new car, the buyer’s Result interests concern his wants and needs related to those issues affecting the deal.
Interests of Process concern the manner by which agreement or impasse is reached including “the fairness, inclusiveness, timing, and transparency of the conflict resolution process.” In the previous example of an automotive transaction, how the buyer and seller perceive the means in which the sale was made are their Process interests. If the dealership’s sales process is focused on talking about the merits of a vehicle opposed to listening to buyer’s needs, aggressively negotiating price, and hurrying each buyer to closing, some buyer’s process interests will likely be unsatisfied.
The Emotional interests each party brings to the conflict resolution process concern their thoughts, perspectives, and feelings about the process. Furlong provides examples noting, “Wanting to ‘win,’ to save face, wanting to be heard, issues of status or self worth, quality of the relationship, wanting an apology or revenge, feeling satisfied – these are all psychological or emotional interests parties have.”
The Triangle of Satisfaction model can be used for analysis of the conflict as well as a tool used in the midst of negotiations or mediations. The parties will have fluid priorities throughout the resolution process regarding the category of interest that is most important at a given time. The negotiator or mediator should be aware of what type of interest is most important to the party in the moment. This awareness enables the negotiator or mediator to engage the party’s interests that are highest priority in real time.
Sources
Gary T. Furlong. The Conflict Resolution Toolbox. (Mississauga, Ontario: John Wiley and Sons, 2005)
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