What steps can you take to find the root cause of a conflict?

1 Identify the symptoms

The first step is to recognize that there is a conflict and identify its symptoms. Symptoms are the observable signs of a conflict, such as arguments, complaints, avoidance, hostility, or poor performance. They can be verbal, non-verbal, or behavioral. You can use these symptoms as clues to find the underlying cause of the conflict, but don't assume that they are the cause themselves. For example, if two employees are constantly arguing, the symptom is the argument, but the cause might be a lack of communication, a personality clash, or a disagreement over goals.

2 Listen to both sides

The next step is to listen to both sides of the conflict and try to understand their perspectives, feelings, and needs. Listening is not the same as agreeing or taking sides, but it shows respect and empathy. You can use active listening skills, such as paraphrasing, asking open-ended questions, and summarizing, to clarify and confirm what each party is saying. You can also use non-verbal cues, such as eye contact, nodding, and leaning forward, to show interest and attention. Listening can help you discover the interests, values, and motivations of each party, which can reveal the root cause of the conflict.

3 Analyze the situation

The third step is to analyze the situation and identify the factors that contribute to the conflict. Factors are the conditions or circumstances that influence or trigger the conflict, such as policies, procedures, resources, roles, expectations, or power. You can use tools such as the 5 Whys technique, the Fishbone diagram, or the Conflict Triangle to dig deeper into the causes and effects of the conflict. You can also involve the parties in the analysis process and ask for their input and feedback. Analyzing the situation can help you find the root cause of the conflict, which is usually a mismatch or a gap between the factors.

4 Generate solutions

The fourth step is to generate solutions that can address the root cause of the conflict and satisfy the needs and interests of both parties. Solutions are the actions or changes that can resolve or prevent the conflict, such as improving communication, clarifying roles, setting goals, or sharing resources. You can use brainstorming, negotiation, or mediation techniques to generate and evaluate possible solutions. You can also encourage the parties to collaborate and cooperate in finding solutions that are mutually beneficial and acceptable. Generating solutions can help you resolve the conflict and restore trust and harmony.

5 Implement and monitor

The final step is to implement and monitor the solutions that have been agreed upon by both parties. Implementation is the process of putting the solutions into practice, such as changing policies, procedures, or behaviors. Monitoring is the process of checking the results and outcomes of the solutions, such as measuring performance, feedback, or satisfaction. You can use tools such as action plans, timelines, or indicators to track and review the progress and impact of the solutions. You can also provide support and guidance to the parties and address any issues or challenges that arise. Implementing and monitoring the solutions can help you ensure that the conflict is resolved and prevented from recurring.

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?