OpenSourceOD
Overview
Sustained Dialogue (SD) is a long-term, structured dialogue process designed to improve relationships between individuals and groups experiencing tension, division, or conflict. Unlike one-time discussions, Sustained Dialogue builds trust and deepens understanding over time by bringing the same participants together repeatedly to explore issues, challenge assumptions, and take action.
Developed by Dr. Harold Saunders, a former U.S. diplomat involved in the Arab-Israeli peace process, Sustained Dialogue emerged from decades of experience in international conflict resolution. Saunders observed that sustainable peace is not just about formal negotiations but about transforming relationships at the human level. His work led to the recognition that ongoing dialogue—not just sporadic conversation—is essential for bridging deep social divides.
How Sustained Dialogue Works
Sustained Dialogue is structured around five stages, guiding participants from initial engagement to collaborative action:
Engaging – Participants decide to come together, often prompted by a shared challenge or conflict.
Mapping Relationships & Naming Problems – Participants explore the roots of the conflict, identifying underlying issues and misunderstandings.
Probing Problems & Relationships – The group examines power dynamics, biases, and stereotypes that shape their interactions.
Designing Action – Participants develop concrete strategies to address the issues they’ve identified.
Acting Together – The group works to implement collective solutions and measure progress.
Each stage deepens the level of conversation, fostering self-awareness, mutual understanding, and problem-solving. Unlike traditional mediation, Sustained Dialogue is not about immediate compromise or decision-making. Instead, it focuses on relationship-building as the foundation for long-term change.
Why Sustained Dialogue Matters Today
In a world increasingly marked by polarization, social fragmentation, and political division, Sustained Dialogue provides an effective, research-backed approach for bridging differences. It has been used in:
International peacebuilding (e.g., the Arab-Israeli conflict, post-Soviet Tajikistan).
University campuses (e.g., racial and ideological divisions).
Corporate settings (e.g., workplace inclusion and culture change).
Community conflict resolution (e.g., racial, religious, and ethnic tensions).
The power of Sustained Dialogue lies in its long-term, relational approach—it acknowledges that deep divisions cannot be resolved in one conversation. Instead, it reshapes how people interact, leading to genuine behavioral and systemic change over time.
By integrating these concepts, Sustained Dialogue shifts conflict resolution from short-term problem-solving to long-term relational change. It recognizes that real progress happens over time—not through forced agreement but through deep, sustained conversation.
Uses & Benefits
How Organizations Use Sustained Dialogue
Sustained Dialogue (SD) is used in various organizations, institutions, and communities to address deep-seated divisions, social tensions, and cultural misunderstandings. Unlike one-time interventions, SD is a long-term process that fosters authentic relationship-building and systemic change. Below are some key applications of SD across different settings.
1. Higher Education: Addressing Campus Divisions
Many universities use Sustained Dialogue to bridge racial, ideological, and socio-economic divides among students, faculty, and administrators.
Colleges experience campus polarization due to racial tensions, free speech conflicts, and identity-based divisions.
Traditional diversity training often fails because it focuses on compliance rather than deep engagement.
SD allows students to explore difficult topics over time, leading to greater empathy, perspective-taking, and collective action.
How Universities Apply It:
Student dialogue programs bring together diverse participants for ongoing discussions about campus climate issues.
Faculty-administrator SD initiatives help address institutional bias, curriculum reform, and faculty-student relations.
Fraternities, sororities, and student organizations use SD to navigate internal conflicts and improve inclusivity.
Example: A university experiencing racial tensions following a campus controversy implemented Sustained Dialogue circles, where students engaged in structured conversations over a semester. Participants reported higher trust, stronger peer relationships, and a deeper understanding of systemic inequality.
2. Workplace Inclusion & Culture Change
In corporate environments, SD is used to foster inclusion, psychological safety, and better communication across teams.
Many DEI (Diversity, Equity, and Inclusion) programs fail because they focus on policy without addressing interpersonal dynamics.
SD creates safe spaces for employees to explore workplace biases, leadership gaps, and systemic barriers over time.
Unlike traditional HR interventions, SD helps teams build long-term relationships that lead to meaningful cultural change.
How Organizations Apply It:
Employee Resource Groups (ERGs) use SD to create ongoing conversations about race, gender, and workplace belonging.
Cross-functional teams engage in SD to break down silos and improve collaboration.
Leadership development programs use SD to help managers navigate difficult conversations and unconscious biases.
Example: A Fortune 500 company used SD to address disparities in promotion rates among employees of different racial backgrounds. Through ongoing dialogue sessions, employees and executives co-created solutions, leading to structural changes in hiring and advancement policies.
3. International Peacebuilding & Conflict Resolution
Sustained Dialogue has been used in post-conflict societies and regions experiencing ethnic, religious, and political tensions.
Traditional diplomacy often fails to address deep-rooted animosities.
SD provides a grassroots approach, where communities engage in long-term dialogue to rebuild trust.
SD has been applied in post-Soviet states, the Middle East, and regions recovering from civil war.
How Peacebuilding Efforts Apply It:
Community-based SD programs bring together people from historically opposing groups to rebuild relationships.
Local government and NGO partnerships use SD to design conflict-resolution initiatives tailored to regional needs.
Youth SD programs teach peace and reconciliation skills to the next generation of leaders.
Example: In post-war Tajikistan, SD was used to bring together youth leaders from rival factions. Over multiple sessions, participants challenged stereotypes, shared personal experiences, and co-developed community projects that fostered social healing.
4. Community Engagement & Social Justice Movements
Sustained Dialogue is used in local communities to address racial injustice, policing concerns, housing inequalities, and civic distrust.
Traditional town halls and listening sessions often don’t create lasting change because they’re too short-term.
SD creates sustained spaces for residents to engage in meaningful dialogue about systemic issues.
SD has been used to bridge divides between police departments and communities, tenants and landlords, and local activists and government officials.
How Communities Apply It:
Faith-based organizations use SD to navigate theological and cultural differences.
Neighborhood associations apply SD to address gentrification and community displacement concerns.
Local governments use SD to foster trust between public officials and historically marginalized groups.
Example: A U.S. city with a history of police brutality cases implemented an SD initiative where police officers and community leaders met monthly for two years. The process led to policy changes, improved community-police relations, and joint reform initiatives.
Benefits of Using Sustained Dialogue
Organizations and individuals who use SD experience deep, long-term benefits beyond surface-level conflict resolution. Below are ten key benefits of implementing Sustained Dialogue, with explanations of why they matter.
1. Creates a Safe Space for Honest Conversations
SD builds trust over time, allowing participants to engage in honest discussions without fear of retaliation.
2. Strengthens Empathy and Perspective-Taking
Participants learn to see issues from multiple viewpoints, reducing stereotypes and misunderstandings.
3. Moves Beyond Superficial "One-Time" Dialogues
Many diversity and conflict-resolution programs fail because they’re too short-lived—SD creates long-term change through sustained interaction.
4. Breaks Down Power Dynamics
SD challenges hierarchical structures, allowing marginalized voices to be heard on equal footing with decision-makers.
5. Builds Lasting Relationships Across Divides
Unlike debate or negotiation, SD humanizes participants, helping them form authentic, trust-based relationships.
6. Transforms Individual Mindsets & Institutional Systems
SD doesn’t just change individual opinions—it leads to organizational and policy changes through collective action.
7. Helps Teams & Organizations Navigate Change
During organizational transitions, SD helps employees adapt by fostering open dialogue and inclusion.
8. Encourages Collaborative Problem-Solving
SD shifts conversations from blame to solution-building, making it effective in conflict mediation.
9. Reduces Workplace & Community Tensions
By addressing long-standing grievances and misunderstandings, SD prevents the escalation of conflict.
10. Provides a Model for Sustained Engagement
Organizations can use SD repeatedly to navigate new challenges, ensuring ongoing learning and adaptation.
Final Thoughts
Sustained Dialogue is more than a tool—it’s a cultural shift. It changes the way individuals, teams, and institutions engage with one another, fostering long-term transformation in relationships and structures.
OD Application
Case Study 1: Sustained Dialogue in Healthcare – Improving Doctor-Patient Trust
Challenge: Addressing Racial and Cultural Barriers in Patient Care
A large urban hospital was experiencing growing mistrust between minority patients and healthcare providers. Patients reported feeling dismissed or unheard by doctors, leading to lower treatment adherence, patient satisfaction, and overall health outcomes. Hospital leadership recognized that medical training alone wasn’t solving the problem—there was a need for deeper relational change.
Applying Sustained Dialogue
An Organization Development (OD) consultant introduced Sustained Dialogue as a way to improve cross-cultural understanding between medical professionals and the communities they served.
Stage 1: Engaging Stakeholders
The hospital formed dialogue groups consisting of doctors, nurses, administrators, and community members.
Leadership framed SD not as a compliance measure but as a long-term investment in relational trust.
Stage 2: Mapping Problems & Relationships
Patients shared their real-life experiences of bias and neglect, while doctors reflected on systemic challenges (e.g., time constraints, lack of cultural competency training).
Participants began identifying miscommunication patterns that were leading to mistrust.
Stage 3: Probing Problems & Challenging Assumptions
Doctors were encouraged to explore their implicit biases and how power dynamics affected patient relationships.
Patients gained a better understanding of provider constraints, leading to more constructive dialogue.
Stage 4: Designing Action
The group proposed new ways to improve doctor-patient communication, including:
Developing more culturally responsive training programs.
Creating a patient advisory board to provide feedback on care quality.
Stage 5: Acting Together
The hospital implemented relationship-centered training, where new doctors participated in Sustained Dialogue sessions with diverse patient groups.
Leadership embedded SD into their annual DEI strategy, ensuring ongoing engagement.
Results & Outcomes
Patient trust scores increased by 35% in one year.
Doctors reported higher job satisfaction, citing a deeper understanding of their patients.
Medical adherence improved as patients felt more valued and respected in their care.
Case Study 2: Sustained Dialogue in a Technology Company – Building an Inclusive Workplace
Challenge: Improving Retention of Women and Minority Employees
A fast-growing tech company had high turnover rates among women and underrepresented employees, despite launching diversity hiring initiatives. Exit interviews revealed that employees felt:
Unheard in meetings and strategic decisions.
Uncomfortable raising concerns about bias.
Disconnected from leadership, with no clear path for growth.
Applying Sustained Dialogue
Rather than relying on one-time diversity training, the company implemented Sustained Dialogue as a culture-change initiative.
Stage 1: Engaging Employees
Employee dialogue groups formed, mixing leadership, middle management, and individual contributors.
The company framed SD as a collaborative initiative, not just an HR requirement.
Stage 2: Mapping Problems & Relationships
Employees shared real workplace experiences, identifying patterns of exclusion (e.g., being talked over in meetings, lack of mentorship).
Leaders reflected on structural barriers and recognized their role in workplace culture.
Stage 3: Probing Problems & Challenging Assumptions
Conversations moved beyond individual bias to organizational power structures.
Participants explored how workplace norms benefited some groups over others.
Stage 4: Designing Action
The company co-designed actionable strategies with employees:
Creating a mentorship program for underrepresented employees.
Implementing "inclusion check-ins" at leadership meetings.
Stage 5: Acting Together
Leadership integrated dialogue-based feedback loops into their annual performance reviews.
Employee retention rates improved by 30% within a year.
Results & Outcomes
Employees felt heard and empowered, leading to higher morale and engagement.
The company’s reputation as an inclusive employer improved, attracting top talent.
Leadership gained a deeper awareness of systemic bias, leading to more equitable decision-making.
Case Study 3: Sustained Dialogue in a Nonprofit – Bridging Divides in a Community Conflict
Challenge: Resolving Long-Standing Racial Tensions in a City
A mid-sized U.S. city faced racial tensions between long-time residents and new immigrant communities. Discrimination complaints and misunderstandings over resources (housing, jobs, education) created resentment and hostility between groups. Local government efforts had failed because they relied on short-term town hall meetings rather than sustained relationship-building.
Applying Sustained Dialogue
A coalition of faith groups, civic leaders, and nonprofit organizations launched a Sustained Dialogue initiative to address racial divisions.
Stage 1: Engaging Stakeholders
Community leaders recruited trusted voices to encourage participation.
Sessions were facilitated in neutral spaces (e.g., libraries, churches).
Stage 2: Mapping Problems & Relationships
Participants shared their lived experiences with racism, economic struggle, and community displacement.
Groups mapped out misconceptions fueling resentment (e.g., myths about job competition).
Stage 3: Probing Problems & Challenging Assumptions
Residents confronted stereotypes and unpacked historical injustices.
White residents shared concerns about economic insecurity, while immigrant groups spoke about discrimination and barriers to opportunity.
Stage 4: Designing Action
The dialogue group proposed:
A joint task force to improve housing policies.
Bilingual community centers to support integration.
Stage 5: Acting Together
The city allocated funding for community integration programs.
Local businesses committed to fair hiring and workforce inclusion.
Results & Outcomes
Police complaints related to racial profiling dropped by 40% in two years.
Community tensions eased, as residents developed real relationships across racial lines.
Policy changes addressed systemic inequities, ensuring lasting impact beyond dialogue.
Conclusion
These case studies demonstrate that Sustained Dialogue is not just about talking—it’s about transforming relationships, systems, and cultures. Whether in healthcare, corporations, or communities, SD helps create real, measurable change through deep, ongoing engagement.
Facilitation
How to Facilitate Sustained Dialogue in an Organization
Facilitating Sustained Dialogue (SD) requires more than just moderating conversations—it involves creating a structured process where participants build trust, challenge assumptions, and take meaningful action over time. Unlike one-time discussions, SD is long-term and relational, requiring facilitators to guide participants through a five-stage process. Below is a step-by-step approach for facilitating Sustained Dialogue effectively.
Step 1: Setting the Stage for Dialogue
Before the first session, facilitators must create a safe, open environment.
Establish Ground Rules:
“We will listen actively and with respect.”
“No one is here to ‘win’—this is about understanding, not debating.”
“This is a confidential and judgment-free space.”
Framing the Purpose of Sustained Dialogue:
“This is not a one-time event. We are here to build relationships and address systemic issues over time.”
“Unlike a debate, where people argue positions, SD is about understanding and transforming relationships.”
Encourage Commitment:
“Sustained Dialogue only works if we show up consistently. Can everyone commit to being present for multiple sessions?”
Step 2: Stage One – Engaging Participants
The first session is about introductions and creating trust.
Start with a Personal Reflection:
“What brings you to this dialogue? What do you hope to learn?”
“Have you ever been in a conversation that changed your perspective?”
Introduce the Five Stages of SD:
Engaging – Getting to know each other and building trust.
Mapping Relationships & Naming Problems – Exploring the dynamics of the conflict or division.
Probing Problems & Relationships – Digging deeper into biases, assumptions, and experiences.
Designing Action – Co-creating solutions for systemic change.
Acting Together – Implementing sustainable change efforts.
Encourage Open Dialogue:
“Tell us about a time when you felt misunderstood or unheard.”
“How do you think your background has shaped your views on this issue?”
Step 3: Stage Two – Mapping the Problem & Relationships
Now, participants begin identifying key issues and power dynamics.
Guide Participants to Define the Problem Together:
“What are the key tensions or misunderstandings we need to address?”
“How do different people experience this issue differently?”
“What patterns have you noticed in how we interact with each other?”
Use Visual Mapping Tools:
Draw out connections between different viewpoints.
Identify which voices hold power and which are marginalized in the conversation.
Encourage Storytelling:
“Can you share a personal experience that illustrates this issue?”
“What’s something about this issue you’ve never said out loud before?”
Step 4: Stage Three – Probing Problems & Challenging Assumptions
This is the stage where participants examine biases, power structures, and personal perspectives in depth.
Ask Probing Questions:
“What assumptions do we make about each other in this conversation?”
“Where do these beliefs come from?”
“What emotions come up when we talk about this issue?”
Facilitating Constructive Conflict:
If tensions rise, validate emotions without escalating conflict:
“I hear that this is deeply personal for you. Can you tell us more?”
“It sounds like you feel frustrated—what do you wish others understood?”
Shift from Blame to Understanding:
Instead of “Who is responsible for this problem?”, ask:
“How did we get here?”
“What’s keeping us from moving forward?”
Step 5: Stage Four – Designing Action for Change
Now that relationships have been built and issues explored, participants shift to solution-building.
Guide the Group in Co-Creating Solutions:
“What changes—big or small—could improve this issue?”
“What resources or allies do we need?”
“How can we make sure the solutions we design are sustainable?”
Encourage Shared Responsibility:
“Who will take the lead on this initiative?”
“How will we hold each other accountable for progress?”
Help Participants See Their Power to Act:
“Even if we can’t solve everything, what is one small action we can take?”
Step 6: Stage Five – Acting Together & Measuring Impact
Now, the dialogue shifts from talk to ongoing, measurable action.
Facilitators help groups implement solutions:
Identify short-term and long-term goals.
Assign roles for follow-up and accountability.
Plan future dialogue sessions to track progress.
Encourage Reflection on the Process:
“How has your perspective changed through this dialogue?”
“What challenges might we face in implementing these changes?”
“What ongoing support do we need to sustain this work?”
Introducing Sustained Dialogue to Clients
When introducing Sustained Dialogue to a new organization or client, it’s important to position it as a long-term strategy, not a quick fix. Below is an email and a face-to-face introduction.
Pre-Workshop Email to Clients
Subject: Using Sustained Dialogue for Lasting Change
Dear [Client’s Name],
I’m excited to introduce Sustained Dialogue, a structured process for addressing conflict, improving communication, and fostering long-term collaboration. Unlike traditional one-time conversations, Sustained Dialogue builds relationships over time, ensuring that real change happens.
In our sessions, we will:
Explore the deeper dynamics behind workplace tensions or community divides.
Learn practical skills for engaging in difficult conversations.
Develop solutions that lead to real, sustainable action.
To prepare, please reflect on a time when you experienced a meaningful conversation that changed how you saw an issue.
Looking forward to an engaging discussion.
Best, [Your Name]
Facilitator Talking Points for the Session Opening
"What if conversations didn’t just end after one meeting? What if we came back together, again and again, to keep deepening our understanding of each other and to create real change?"
"Sustained Dialogue is different from traditional conflict resolution. We’re not here to debate or ‘win’—we’re here to listen, understand, and build something new together."
"This process works best when we commit to it over time. The more we show up, the more we shift not just our own mindsets, but the systems around us."
10 Deep Questions for Facilitators to Ask Participants
What personal experiences have shaped your views on this issue?
When have you felt truly heard in a conversation? What made it different?
What unspoken rules exist in this space? Who do they benefit?
How does power show up in this discussion?
What’s a common misunderstanding people have about your perspective?
How can we move beyond just “agreeing to disagree”?
What would true trust look like in this space?
What’s one thing you wish people from a different background understood about you?
What’s something you’ve learned in this dialogue that surprised you?
What’s one thing you can commit to changing after today?