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“Social network complexity: People with more diversified, complex social networks have been found to be more tolerant of out-groups and more supportive of policies helpful to them. They tend to have more positive out-group experiences, share more interests with people outside their own groups, and learn more about the contributions of out-group members and the problems they face.”

“Human beings are driven toward consistency and coherence in their perception, thinking, feeling, behavior, and social relationships. This is natural and functional. Conflict intensifies this drive, which can become dysfunctional during prolonged conflicts. However, developing more complex patterns of thinking, feeling, acting, and social organizing can mitigate this, resulting in more constructive responses to conflict.”

“Recall that the collapse of complexity that accompanies 5 percent [i.e. intractable] conflicts happens along many dimensions: - A very complication situation becomes very simple. - A focus on concrete details in the conflict shifts to matters of general abstract principle. - Concerns over obtaining accurate information regarding substantive issues transform into concerns over defending one's identity, ideology, and values. - The out-group, which was seen as made up of many different types of individuals, now are all alike. - The in-group, which was seen as made up of many different types of individuals, now are all similar. - Whereas I once held many contradictions within myself in terms of what I valued, thought, and did; now I am always consistent in this conflict. - Whereas I used to feel different things about this conflict - good, bad, and ambivalent; now I feel only an overwhelming sense of enmity and hate. - I've shifted from long-term thinking and planning toward short-term reactions and concerns. - Where I once had many action options available to me, I now have one: attack. This is the bad news about the 5 percent, but it's also the good news. The collapse of complexity occurs on so many levels, all leading to a similar state of 'us versus them' thinking, that reintroducing a sense of complexity and agency can also be achieved in a wide variety of ways. There are therefore many places to find points of leverage to rupture the certainty and oversimplification that rules in these situations. The question is how to find them.”

“[Standard social science approaches to analyzing conflict] too often miss the unintended consequences of well-intentioned acts. Dietrich Dorner is a German psychologist who studies leadership and decision making in complex environments. He has suggested that there is more harm done in today's world by well-intentioned people trying to do good, who are unaware of the unintended consequences of their actions, than by people actually trying to cause harm. Remarkably, this may well be true.”