Last updated on Mar 13, 2024

You’re a facilitator and team members are in conflict. What’s the best way to manage the situation?

As a facilitator, you have the important role of helping groups work together effectively and achieve their goals. But what happens when team members are in conflict and disagree on key issues? How can you manage the situation without taking sides or escalating the tension? Here are some tips to help you facilitate constructive dialogue and resolution among conflicting parties.

1 Recognize the signs

The first step is to recognize the signs of conflict and intervene early. Some common indicators are: increased stress or frustration, reduced participation or engagement, negative or defensive communication, personal attacks or criticism, blaming or avoiding responsibility, and polarization or fragmentation of the group. If you notice any of these signs, don't ignore them or hope they will go away. Instead, acknowledge the conflict and invite the parties to address it.

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2 Establish ground rules

The next step is to establish ground rules for how the group will handle the conflict. These are norms or expectations that guide the behavior and interaction of the group members. Some examples of ground rules are: respect each other's opinions and feelings, listen actively and attentively, ask questions for clarification and understanding, use "I" statements instead of "you" statements, focus on the issues and not the personalities, avoid interruptions and distractions, and seek common ground and solutions. You can either propose some ground rules yourself or ask the group to suggest and agree on them.

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3 Facilitate dialogue

The third step is to facilitate dialogue among the conflicting parties. Dialogue is a process of exchanging and exploring ideas, perspectives, and experiences in a respectful and constructive way. The goal of dialogue is not to win an argument or convince others, but to understand each other's views and needs, and to find areas of agreement and disagreement. As a facilitator, you can use various techniques to facilitate dialogue, such as: paraphrasing or summarizing what was said, asking open-ended or probing questions, encouraging feedback and reflection, validating or acknowledging emotions, reframing or rephrasing statements, and using humor or icebreakers.

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Réka Koltai

corporate projects ∙ coach ∙ mediator ∙ university lecturer ∙ loving mom
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Moving on in a situation full of tension requires willingness to do so from each party. Everybody needs to put something on the table, so, it is reasonable to speak about everyone’s interest why they’d like to have that conflict resolved, what kind of benefits they would have if the situation would finally be normalized. It is also important to speak out the troubles the conflict is causing for those involved. Yet, it is not enough. So, as a facilitator, I wouldn’t anchor the narrative at this stage. There is an opportunity to resolve a conflict when we can create bridges between the parties ‘why’ to resolve it at all. If there is an agreement that it would be better to move on peacefully, people can start to design ‘how’ to do it.

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4 Manage emotions

The fourth step is to manage emotions that may arise during the conflict. Emotions are natural and inevitable responses to challenging situations, and they can affect how people think, communicate, and behave. As a facilitator, you need to be aware of your own emotions and how they may influence your facilitation style. You also need to be sensitive and supportive of the emotions of the group members, and help them express and regulate them appropriately. Some ways to manage emotions are: creating a safe and trusting environment, using empathic or active listening, acknowledging or naming the emotions, providing emotional support or validation, and using calming or coping strategies.

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Réka Koltai

corporate projects ∙ coach ∙ mediator ∙ university lecturer ∙ loving mom
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Another way of helping the speakers to share their emotions is to acknowledge their courage and honesty, their difficulties and how much they contribute to the overall understanding of the situation. It is also helpful to call the other participants to acknowledge these values.

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5 Explore options

The fifth step is to explore options for resolving the conflict. Options are possible courses of action or solutions that can meet the needs and interests of the group members. As a facilitator, you can help the group generate and evaluate options by using various methods, such as: brainstorming or mind mapping, using criteria or standards, weighing pros and cons, ranking or rating, testing or experimenting, and using creativity or innovation. You can also help the group identify and overcome any barriers or challenges that may prevent them from implementing the options.

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6 Reach agreement

The final step is to reach agreement on the best option for resolving the conflict. Agreement is a mutual understanding and acceptance of the option by the group members. As a facilitator, you can help the group reach agreement by using various techniques, such as: summarizing or reviewing the options, checking for understanding and consent, addressing any concerns or objections, clarifying or confirming the roles and responsibilities, and documenting or formalizing the agreement. You can also help the group celebrate or appreciate their achievement and provide feedback or follow-up.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Facilitation

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You’re a facilitator and team members are in conflict. What’s the best way to manage the situation?

1

2

3

4

5

6

7

1 Recognize the signs

2 Establish ground rules

3 Facilitate dialogue

4 Manage emotions

5 Explore options

6 Reach agreement

7 Here’s what else to consider

Facilitation

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You’re a facilitator and team members are in conflict. What’s the best way to manage the situation?

1

2

3

4

5

6

7

1 Recognize the signs

2 Establish ground rules

3 Facilitate dialogue

4 Manage emotions

5 Explore options

6 Reach agreement

7 Here’s what else to consider

Facilitation

Rate this article

Thanks for your feedback

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