Step 2: Identify the Root Causes of Conflict
After establishing the source of conflict, you must determine the root causes. You can use these techniques to assess the emotions, perceptions, and assumptions that lie at the center of the conflict. Select teach technique to learn more.
Listen Actively
Listen actively by asking the other side for clarification or paraphrasing their points. The goal is to create a shared understanding of all parties’ perceptions, assumptions, and feelings toward the conflict.
Ask Open-Ended Questions
Ask open-ended questions that allow the other parties in conflict to feel more comfortable and explain what is truly bothering them. Open-ended questions are questions such as “Why don’t you explain what you mean?” or “What do you think about…?” that do not have a one word response. Instead, the other side will respond with greater detail or additional information.
Be Clear
Be clear on your own perceptions, assumptions, and feelings. It’s important, even as someone managing conflict as a third party, to be clear about your perceptions of the conflict. This means verifying your assumptions or perceptions by asking the two sides if your assumptions are accurate.
Challenge Your Own Assumptions and Perceptions
Challenge your own assumptions and perceptions. For instance, even if you think someone has certain motivations, consider other reasons for why they might be behaving that way. This allows you to more objectively assess the conflict. This is also important if you’re managing conflict as a third party. Challenging your own assumptions and perceptions can help you remain impartial and view the conflict in a fair way.
Allow Conflicting Parties to Own Their Emotions
Allow conflicting parties to own their emotions. People may react emotionally during a conflict; it’s important to acknowledge their feelings rather than dismiss them. If you were directly involved in conflict, you should also be up front about your own emotions to give the other side a clear picture of the conflict.