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“When we challenged the utility on the value and
timing of the proposed project, they just kept repeating
the same messages, re-emphasizing their commitment
to the project. I don’t believe they ever really listed to
us, or intended to seriously consider our input.”
Unresolved conflict, or fear of conflict, has been the primary cause
for Water Supply Replenishment being discarded even in the face
of compelling benefits. Avoiding conflict, or attempting to stay under
the radar screen, can be disastrous. Why, because it can result in
significant and organized conflict arising after a major investment has already been made in a project. Conflict that is not addressed very early in the process can cost the community millions, will likely tarnish the reputation of the sponsoring agency, and will negatively impact future dialogues about investment.
It is arguably human nature to avoid conflict, and convenient to brand opponents as “uneducated” or “irrational.” Conflict that results from poorly conceived projects, or a utility’s unwillingness to consider differing points of view is not bad. This trust building objective is designed to help utilities understand, embrace, and manage the positive aspects of conflict. Conflict attracts attention to important issues and gets more people involved. It creates opportunities to have a more meaningful dialogue, develop stronger relationships, and secure greater investment. Opponents can become committed supporters if the utility is willing to find them early, listen to their concerns, and develop relationships with them.
This trust building objective helps utilities understand the opportunities that are created by differing points of view, and gives them specific advice on how to turn conflict and opposition into assets.
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