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Last updated on 2024年7月18日

Two team members clash during a large group facilitation. How do you defuse the tension and restore harmony?

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Facilitating large groups often involves navigating complex dynamics, especially when conflicts arise. When two team members clash, the atmosphere can become tense, threatening the session's productivity. As a facilitator, you're tasked with diffusing the tension and restoring harmony without taking sides or escalating the situation. It's crucial to approach such scenarios with a blend of empathy, strategic communication, and conflict resolution skills to ensure that the group's objectives are met while maintaining a positive and collaborative environment.

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1 Acknowledge Emotions

When emotions run high, acknowledging the feelings of those involved is an essential first step. By validating their emotions, you convey understanding and respect, which can help deescalate the situation. It's important to remain neutral and listen actively to both parties. This doesn't mean you agree with either side, but rather that you recognize their right to feel upset. This sets the stage for open communication and demonstrates your commitment to a fair and balanced facilitation process.

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Jennifer Lacy

Bridging the Gap between People and Processes I Kindness Dealer I Building Forward? I Lean Practice Leader I Author & Illustrator
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What I think doesn't matter! Now let me explain why thus statement is so important to understand. As a facilitator, my opinions are not what matters. As a participant, I can get defensive, aggressive, and sound negative when I do not feel what I think or what I have experienced matters. One of the most important things to remember when facilitating is that people just want to matter and they want their work and efforts to matter. To diffuse tension, I acknowledge what has been said, AND I ask the person why they feel or think this way. It may start elevated, but most of those shares end up opening a door to unresolved issues that are not directly tied to the people in the room.

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Francisco Burgos Marga?o

Jefe Compensación | Liderazgo de equipos y compensaciones | Jefe RR.HH. | Subgerente RR. HH. | Control de Gestión | Contador Auditor.
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Cuando el equipo está emocionalmente alterado, reconocer los sentimientos de todos es clave para resolver conflictos. Validar sus emociones muestra empatía y respeto, lo que ayuda a reducir la tensión. Como líderes, debemos mantenernos imparciales y escuchar atentamente a ambas partes. Esto no significa que apoyemos una posición sobre otra, sino que respetamos su derecho a sentirse así. Al hacerlo, fomentamos una comunicación abierta y demostramos nuestro compromiso con una resolución de conflictos justa y equilibrada, promoviendo un entorno de trabajo colaborativo y armonioso.

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2 Encourage Dialogue

Once emotions are acknowledged, encourage a respectful dialogue between the clashing parties. Facilitate a conversation that allows each person to express their viewpoint without interruption. Use open-ended questions to guide the discussion and help the individuals explore the root of the conflict. This process can reveal misunderstandings or differing perspectives that, once addressed, may lead to a resolution. Your role is to keep the conversation constructive and on track, avoiding blame and focusing on solutions.

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Francisco Burgos Marga?o

Jefe Compensación | Liderazgo de equipos y compensaciones | Jefe RR.HH. | Subgerente RR. HH. | Control de Gestión | Contador Auditor.
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Como líder, mi prioridad es asegurar que todos se sientan escuchados y respetados. Fomentar un diálogo abierto y respetuoso es clave. Quiero que cada persona tenga la oportunidad de expresar sus preocupaciones sin interrupciones. Utilizaré preguntas abiertas para entender las causas subyacentes del conflicto. Este proceso puede revelar diferentes perspectivas que necesitamos abordar para encontrar una solución que beneficie a todos. Mi rol es mantener la conversación enfocada en encontrar soluciones constructivas, evitando culpas y priorizando el bienestar del equipo y la armonía del grupo.

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3 Reframe Perspective

To move forward, help the team members reframe their perspectives by highlighting common goals and shared values. Remind them of the bigger picture and how collaboration benefits everyone. By shifting focus away from personal grievances and towards mutual objectives, you can foster a sense of unity and purpose. Reframing the situation can also provide a new lens through which the team members can view the conflict, potentially leading to breakthroughs in understanding and cooperation.

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Nate Price

Building the people who design and construct the built environment | Practitioner-Scholar | Leadership Coach | Thought Partner | Cultural Change Agent
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I like the reframing of perspective, and I think it helps if you get the participants to actually, literally look at it differently. Bring their attention and frustration towards you, as the facilitator. And then try to get them to see the problem as not between them but separate from them. Facilitator says, "Imagine the problem is a giant ball of blech, right here at my feet. What does it look like to you?" Now the contention isn't 'between' them, because they have to look toward you to express their problems. Reinforce that if they stand shoulder to shoulder when looking at the problem they're more likely to solve it together.

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4 Set Ground Rules

Establishing ground rules for interaction can prevent future conflicts and maintain harmony. These rules should promote respectful communication, active listening, and constructive feedback. Make sure everyone agrees to these guidelines and understands the importance of adhering to them. Ground rules serve as a reference point for acceptable behavior and ensure that all participants feel safe and heard during discussions.

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Francisco Burgos Marga?o

Jefe Compensación | Liderazgo de equipos y compensaciones | Jefe RR.HH. | Subgerente RR. HH. | Control de Gestión | Contador Auditor.
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Como líder, defino normas de comunicación respetuosa y escucha activa desde el inicio. Estas reglas aseguran que todos los miembros se sientan seguros para expresar sus opiniones sin temor a ser interrumpidos o juzgados. Además, establezco expectativas claras sobre cómo manejar los desacuerdos: priorizando soluciones sobre culpas y manteniendo siempre un tono constructivo. Esto crea un ambiente donde el equipo puede abordar conflictos de manera efectiva, promoviendo así una cultura de colaboración y respeto mutuo.

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5 Offer Support

Offering support to the individuals involved is crucial for healing and moving on from the conflict. This might involve one-on-one discussions to provide additional guidance or connecting them with resources to manage their differences. Support also includes following up after the session to ensure that the resolution is holding and that both parties feel content with the outcome. Your support as a facilitator reinforces the idea that while conflicts may occur, they can be resolved in a manner that strengthens the team.

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6 Plan Forward

Finally, planning forward is about turning the resolution into actionable steps. Work with the team to establish how they will implement the agreed-upon solutions. This might involve setting specific goals, assigning tasks, or scheduling follow-up meetings to check on progress. By creating a clear plan, you help cement the resolution and provide a path for the team to move beyond the conflict, focusing on collaboration and productivity once again.

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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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Two team members clash during a large group facilitation. How do you defuse the tension and restore harmony?

1

2

3

4

5

6

7

1 Acknowledge Emotions

2 Encourage Dialogue

3 Reframe Perspective

4 Set Ground Rules

5 Offer Support

6 Plan Forward

7 Here’s what else to consider

Large Group Facilitation

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Two team members clash during a large group facilitation. How do you defuse the tension and restore harmony?

1

2

3

4

5

6

7

1 Acknowledge Emotions

2 Encourage Dialogue

3 Reframe Perspective

4 Set Ground Rules

5 Offer Support

6 Plan Forward

7 Here’s what else to consider

Large Group Facilitation

给文章评分

感谢您的反馈

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