Dialogue toolbox

Dealing with conflict within a team is crucial for maintaining a healthy and productive work environment. One way of defining conflict, is that essentially it is about having different perspectives on a situation. This means that conflict is inevitable. In fact, having a diversity of perspectives can be very valuable when trying to solve complex problems, so in that sense, it should be stimulated to look for perspectives that are different from your own, as they can contain valuable insights needed to solve problems.

Nevertheless, conflicts can become harmful when the relationships within the team get damaged and when they lead to friction or a feeling of unsafety within the team. Here are several ways to navigate conflict within your team. And you can also find an exercise on how to deal with dilemmas or internal conflicts.

Deep Democracy emphasizes the importance of including all voices and perspectives, recognizing that every viewpoint has value. Here’s how teams can navigate and resolve conflicts, well before they get harmful, by using this approach:

1. Acknowledge All Voices: Encourage every team member to share their thoughts and feelings. Deep Democracy values the expression of all viewpoints, including those that are less popular or more difficult to hear. This creates a foundation of trust and openness.

2. Identify the Underlying Issues: Go beyond the surface-level conflict to understand the deeper issues at play. This might involve exploring personal values, emotions, and unspoken assumptions. Recognizing these deeper layers helps in addressing the root causes of the conflict.

3. Facilitate Open Dialogue: Create a safe space for open and honest communication. Use techniques like active listening and reflective questioning to ensure that everyone feels heard and understood. This helps in building empathy and reducing misunderstandings.

4. Explore Different Perspectives: Encourage team members to step into each other’s shoes and see the conflict from different angles. This can be done through role-playing or perspective-taking exercises. Understanding different viewpoints fosters empathy and collaboration.

5. Co-Create Solutions: Work together to develop solutions that address the needs and concerns of all parties involved. This collaborative approach ensures that the solutions are more sustainable and acceptable to everyone.

6. Implement and Reflect: Put the agreed-upon solutions into action and regularly reflect on their effectiveness. Continuous reflection and feedback help in making necessary adjustments and ensuring that the conflict resolution process remains dynamic and responsive.

Seek External Facilitation if Needed: If the conflict remains unresolved, consider bringing in an external facilitator such as a teamcoach. A neutral third party can help navigate complex dynamics and provide additional tools for resolution

Sometimes the conflict is causing damage to the relationships and sense of safety within the team. In that case, the conflict becomes harmful. It is important to create a setting in which the conflict can be explored and solved. Below steps can guide you through this process. If the conflict is complex and involves multiple people within the team, it is advisable to ask a neutral facilitator to guide the conversation, such as a team coach.

1. Acknowledge the Conflict: Ignoring conflict won't make it go away. Encourage team members to voice their concerns in a safe and respectful environment. Acknowledging the issue is the first step towards resolution.

2. Understand the Root Cause: Identify the underlying issues causing the conflict. Is it a clash of personalities, miscommunication, or differing work styles? Understanding the root cause helps in addressing the real problem rather than just the symptoms.

3. Encourage Open Communication: Create an open dialogue where all parties can express their viewpoints without interruption. Active listening is key here—ensure everyone feels heard and understood.

4. Find Common Ground: Focus on areas of agreement and shared goals. This helps in building a foundation for resolving differences and finding mutually acceptable solutions.

5. Develop a Plan of Action: Collaboratively develop a plan to address the conflict. This might include setting clear expectations, defining roles and responsibilities, or agreeing on new ways of working together.

6. Implement and Monitor: Put the agreed-upon plan into action and monitor its progress. Regular check-ins can help ensure that the solution is working and that any new issues are addressed promptly.

7. Seek Mediation if Necessary: If the conflict persists or escalates, consider bringing in a neutral third party to mediate. A mediator can provide an unbiased perspective and facilitate a fair resolution.

Both teams and individuals often have to deal with dilemmas, and they can cost a lot of energy when it seems like there is no right way to solve it. The following exercise can help you investigate both sides of the dilemma, which can help you decide which option to choose. It can be done individually as well as in a team.

1. State the dilemma: Clearly state what the dilemma is, and what both options are. For example, should we as a team engage in this project, or not?

2. Line up: In groups of 3 or 4 people, line up all facing the same direction. Make sure you have enough space to take one step left and right, without any obstacles. Where you stand now, represents a neutral position.

3. Explore option A: Take one step to the right. You are now in the position of option A (in this example: yes, we should engage in the project). While standing here, say everything there is to say in favor of this option. Say it out loud, so that the others in line with you can hear you. There is no need to repeat what has been said by others already. For example, why it would be a good idea to choose this option, what opportunities you see, what positive emotions are associated with this option, what situations can you avoid by choosing this option, what positive responses might you get from others for choosing this option, etc. Once everything is said, take two steps left. No worries, there will be a second opportunity to say everything about this option, should you have forgotten something.

4. Explore option B: You’ve taken two steps to the left, so now you are in the position of option B (in this example, we should not engage in the project). Repeat the previous step, by saying everything in favor of this option. Once everything is said, return to the position of option A (two steps to the right).

5. Explore option A and B once more: Now you are back at the position of option A. Check if there is anything more to add in favor of this option. Try not to repeat what has been said already the first time you stood here. Once everything has been said, return once more to the position of option B (two steps to the left) and see if there is anything new to add. Finally, move back to the neutral position, so one step to the right.

6. Decision time: After thoroughly investigating both options, it is now time to come to a decision. First take a few minutes to let all information sink in. What new insights have come to you, based on everything you have said and heard? Do you already feel a preference towards one of the options? Once everything has sunk in, make a decision. Sometimes it is still not possible to choose between the two options. No worries, than the time was just no right yet. Probably this exercise has helped you to gain new insights about both options. Perhaps it turns out you need additional information, or maybe you need to reformulate the options you can choose from.