Post-Conflict Affiliation
A four-element framework for successful corporate reconciliation based on primate post-conflict affiliation behaviors.
A four-element framework for successful corporate reconciliation based on primate post-conflict affiliation behaviors. Defines the essential components that must be present for relationship repair to succeed after organizational conflicts damage stakeholder relationships.
When to Use Post-Conflict Affiliation
Use when your company has damaged relationships with customers, partners, employees, regulators, or the public through product failures, service breakdowns, scandals, or policy failures. Apply immediately when crisis breaks to structure your response.
How to Apply
Respond Immediately
Respond within 24 hours of crisis becoming public. Chimpanzees reconcile within minutes; delays allow damage to compound.
Questions to Ask
- How fast can you signal repair intent?
- Can you respond within one news cycle?
Outputs
- Initial public acknowledgment
- Designated spokesperson
Signal Costly Commitment
Demonstrate commitment through meaningful sacrifice, not just words. J&J destroyed $100M inventory; United issued free apology statements.
Questions to Ask
- Does your affiliation signal cost you something meaningful?
- Are you doing more than legally obligated?
Outputs
- Announced financial/operational commitment
- Visible sacrifice stakeholders can verify
Make Contact Direct
Senior leadership must be personally visible in reconciliation. CEO personally on camera, not corporate press releases.
Questions to Ask
- Is senior leadership personally visible?
- Are you communicating directly to victims or through intermediaries?
Outputs
- CEO/executive public appearance
- Direct victim outreach
Demonstrate Structural Change
Implement mechanisms preventing recurrence. J&J created tamper-proof packaging; United eventually changed policies but announced late.
Questions to Ask
- What are you changing to prevent this from happening again?
- Can stakeholders verify these changes are permanent?
Outputs
- Announced policy/process changes
- Timeline for implementation