Ever had a tense situation at work where everyone’s emotions ran high, and the conversation went nowhere?

Two doctor in a hospital arguing at work as a colleague looks on.

A great facilitator uses techniques to create a calm space where everyone feels heard,making it easier to find solutions.

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With the right facilitation techniques, solving problems becomes simple, and teams can work together without butting heads!

1. Address the Issue

Conflicts are uncomfortable and it's tempting to avoid them.

Hiding behind hands emoji.

Avoiding conflicts leads to bigger issues in the future. When people don't talk about their concerns, resentment grows, and communication breaks down.

Someone saying,

Admitting there's a problem and taking the first step to fix it builds trust and sets the tone for solving it together.

Icon of 3 hands on top of each other to represent working together.

You can use these "I" statements to address the issue:

  • "I think we have a problem that needs addressing."

  • "I’ve observed [issue]. How can we work on this?"

  • "I need clarity on [specific issue]. Can you help me understand?"

2. Collect Background Information

There are two sides to any conflict, so it's important to get the whole story. Talk to everyone involved, listen carefully, and ask questions.

A person taking notes.

Gather the following information to get the full picture:

  • Events leading to the conflict: Understand what triggered the issue. 🗓️

  • Everyone's perspectives: Gather viewpoints from everyone involved. 🗣️

  • Underlying needs or concerns: Look past the surface to find emotional triggers or unmet needs. ❤️

  • Workload and role clarity: Check if people are confused about their jobs or have too much work. 💼

3. Find the Root Cause of the Conflict

Getting to the root of conflict is importantfor a healthy work environment.

Person holding a magnifying glass to their eye.

Take these steps to help identify the real issue:

  • Reflect on communication styles: Notice if unclear or incomplete communication is causing confusion. 🗣️

  • Identify differing objectives: Assess whether team members are working toward conflicting goals. 🎯

  • Consider external stressors: Be aware of work changes or personal stress that might be influencing behaviour. ⚙️

  • Observe recurring patterns: Look for small disagreements that may point to underlying frustrations. 🔄

Quiz

You notice a conflict between two team members that seems to be escalating. Which of the following steps would be effective in identifying the real source of the conflict? Select all that apply:

4. Support a Private and Honest Discussion

Having a private and honest discussion is key to resolving conflicts.

Someone saying,

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Do these things to create a safe space:

  • Set the tone: Create calm, judgment-free openness. ✨

  • Listen actively: Hear everyone with empathy. 👂

  • Acknowledge feelings: Show trust by validating emotions. 🤝

  • Ask open-ended questions: Encourage thoughtful responses. ❓

  • Focus on shared goals: Collaborate to find solutions. 🧠

  • Choose a neutral space: Ensure privacy and comfort. 📍

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Don’t do these things:

  • Rush the talk: Avoid cutting off others. ⚠️

  • Ignore emotions: Dismissed feelings build walls. 🚫

  • Ask leading questions: Avoid yes/no prompts. ❌

  • Judge responses: Stay neutral, not critical. 👎

  • Ignore patterns: Overlooked issues can grow. 🔮

  • Confront in public: Avoid spaces that add pressure. 🏢

Watch the video below for a pro's advice on how to carry out this facilitation technique:

Quiz

Rowan wants to have a discussion with Morgan regarding an ongoing conflict. How can Rowan make sure they have a private and honest conversation? Select all that apply:

5. Create a Collaborative Plan

To move forward, work with all involved parties to create a plan that addresses the core issues. Someone saying,

  • First, set up open communication, where everyone feels heard without judgment. 👂

  • Then, identify shared goals.Discuss and agree on common objectives that everyone can focus on. 🤝

  • Next, explore solutions together by brainstorming ideas as a group to find ways to address the issue. 💡

  • Finally, set clear, shared action steps and agree on specific next steps and roles for everyone involved. ✅

Take Action

Conflict is a natural part of any workplace, but with these facilitation techniques, you're now equipped to handle it effectively!

With these strategies, you cancreate trust, foster open communication, and turn challenges into opportunities for teamwork and growth.

A group of office workers happily working together at a desk. Photo by Mapbox on Unsplash

Check out these resources for more facilitation techniques you can use to solve conflicts:

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