Disagreement and conflict
De escalate, clarify, reframe, resolve
Get a conversation back to being useful after it has escalated.
The shape
- De escalate
- Clarify
- Reframe
- Resolve
Why that order
Resolution does not happen while the conversation is still hot. The first step buys the conditions the other three need.
A worked example
Let us pause a moment. I think we are discussing two different issues. You are concerned about the customer commitment and I am concerned about release reliability. Let us find an option that covers both.
Used in
Where this shape does its work in a real situation.
Practise it
Knowing the shape is about ten minutes of work. Running it while somebody senior is looking at you is a different thing, and that is what these are for.
Mostly serves Presence, and reaches into Connection and Message.
A framework tells you what shape the answer takes. It cannot tell you whether shape is what you are short of, and for most people it is not. Which one is yours, and whether a framework is the right instrument at all, is what a Discovery Call is for.
Take the AssessmentOr read the whole glossary first.