Consensus is the cornerstone for most CRM processes. Typically decisions are made by consensus or modified consensus depending on group dynamics. The collaborative process used allows the issues to be fully aired, allows all members to believe they had adequate input, and that everyone has equal voice and responsibility. Consensus decisions result in a successful CRM plan that will be strongly supported by every member of the planning group.

Consensus Defined: a decision made by a group, which some members may not feel is the best decision, but which they can all live with, support, and commit themselves to not undermine. This decision is arrived at without voting. A collaborative process is used whereby the issues are fully aired, all members feel they have been adequately heard, and everyone has equal power and responsibility. In this scenario different degrees of influence by virtue of individual stubbornness or charisma are avoided so that all are satisfied with the process.

Steps to Reaching Consensus

1. Identify areas of agreement.
2. State differences clearly.
   • State positions and perspectives as neutrally as possible.
   • Do not associate positions with people. The differences are between alternative valid solutions or ideas, not between people.
   • Summarize concerns and list them.
3. Explore differences fully.
   • Explore each perspective and clarify.
   • Involve everyone in the discussion - avoid a one-on-one debate.
   • Look for the "third way": make suggestions or modifications, or create a new solution.
4. Reach closure
5. Articulate the decision or have it written out for the entire group to see.
   • Ask people if they feel they have had the opportunity to fully express their opinions.
   • Obtain a sense of the group. (Possible approaches include "go rounds" and "straw polls").
   • At this point, poll each person, asking, "Do you agree with and will you support this decision?"

Tips for Consensus Building

Do's

• Try to get underlying assumptions regarding the situation out into the open where they can be discussed. Also articulate the need for this decision and its likely outcomes.
• Listen and pay attention to what others have to say. This is the most distinguishing characteristic of successful teams.
• Encourage others, particularly the quieter ones, to offer their ideas. Remember, the team needs all the information it can get. Every opinion needs to be received with respect and considered with all others. Important and relevant ideas will become clear during further discussions.
• Take the time needed to reach the point where everyone can agree to support the group's decision.

Don’ts

• Do not vote. Voting will split the team into "winners and losers" and encourage "either-or" thinking when there may be other ways. Voting will foster argument rather than rational discussion and consequently harm the team process.
• Do not compete internally; either the team wins or no one wins.

Excerpted from the Ball Foundation, Education Alternatives: