What are the best methods for identifying the root cause of a conflict?

1 Ask open-ended questions

One of the simplest and most powerful methods for identifying the root cause of a conflict is to ask open-ended questions that encourage the parties to explain their perspectives, feelings, and needs. For example, you can ask: What are you trying to achieve? How do you feel about the situation? What are the main challenges or barriers you face? What are the possible solutions or alternatives? By asking open-ended questions, you can gather more information, avoid assumptions, and show empathy and respect.

2 Use the 5 Whys technique

Another method for identifying the root cause of a conflict is to use the 5 Whys technique, which involves asking "why" repeatedly until you reach the core issue. For example, if a stakeholder is unhappy with the quality of a deliverable, you can ask: Why are you unhappy with the quality? Why do you think the quality is low? Why did the team not meet your expectations? Why were the expectations not clear? Why was there a lack of communication? By using the 5 Whys technique, you can uncover the underlying factors, causes, and assumptions that contribute to a conflict.

3 Use a fishbone diagram

A third method for identifying the root cause of a conflict is to use a fishbone diagram, which is a visual tool that helps you analyze and organize the possible causes of a problem. A fishbone diagram consists of a main spine that represents the problem, and several branches that represent the categories of causes, such as people, processes, resources, environment, etc. For each category, you can list the specific factors that may have caused or influenced the problem. For example, if a stakeholder is dissatisfied with the timeline of a project, you can use a fishbone diagram to identify the causes related to the scope, the resources, the risks, the communication, etc. By using a fishbone diagram, you can see the big picture, identify the gaps, and prioritize the actions.

4 Use a conflict resolution model

A fourth method for identifying the root cause of a conflict is to use a conflict resolution model, which is a framework that helps you understand and address the different dimensions of a conflict. There are many conflict resolution models available, but one of the most common ones is the Thomas-Kilmann model, which identifies five styles of handling conflict: competing, collaborating, compromising, avoiding, and accommodating. Each style has its advantages and disadvantages, depending on the situation and the relationship. By using a conflict resolution model, you can assess your own and others' preferences, strengths, and weaknesses, and choose the most appropriate style for resolving the conflict.

5 Seek feedback and input

A fifth method for identifying the root cause of a conflict is to seek feedback and input from others who are involved or affected by the conflict, such as other stakeholders, team members, experts, or mediators. By seeking feedback and input, you can gain different perspectives, insights, and suggestions, and validate or challenge your own assumptions and conclusions. You can also build trust, rapport, and collaboration, and demonstrate your willingness to listen and learn.

Identifying the root cause of a conflict is not always easy, but it is essential for finding effective and lasting solutions. By using these methods, you can enhance your senior stakeholder management skills and achieve better results for yourself and your organization.

6 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?