5 Key Questions to Get Ready to Resolve Conflict

Conflicts & TensionsConfidence & Self-AwarenessAll employees≈ 10 min

Key skill: Conflict management & resolution

Summary

Approach a conflict before it festers: five questions to ask yourself before the conversation, to separate facts from interpretations, calm your emotions, understand the other person's viewpoint, and arrive with several possible solutions.

Target audience

Anyone who wants to promote a positive model of communication and collaboration.

Learning objectives

Avoid trying to resolve a conflict while in a negative emotional or mental state.
Regain mental and emotional balance before addressing the conflict.
Answer the 5 key questions beforehand so you can manage the conflict constructively.
Identify and list the objective facts at the root of the problem.

Module outline

ArticlesThe 5 key questions method
Expert videoHow to prepare mentally and emotionally before raising a conflict, through 5 key questions
AnchoringA quiz and True/False questions to dig deeper and lock in what you've learned
Memo cardA downloadable coaching memo card: the key takeaways from the expert video
CommitmentConcrete examples to help you define your own commitment

Models & methods

The 5 key questions method; the CQQCOQP acronym; distinction between facts and interpretations; three solutions, pick one.