How can you identify the root cause of a workplace conflict?

2 Use the 5 Whys technique

The 5 Whys technique is a simple but powerful tool to identify the root cause of a problem by asking "Why?" repeatedly until you reach the underlying cause. For example, if the conflict is about a missed deadline, you can ask: "Why did the deadline get missed?" The answer might be: "Because the team did not communicate well." Then you can ask: "Why did the team not communicate well?" The answer might be: "Because they had different expectations and assumptions about the project." And so on, until you find the root cause, such as: "Because they did not have a clear and shared project plan." The 5 Whys technique can help you uncover the hidden or deeper causes of a conflict that are not obvious at first glance.

3 Analyze the patterns and themes

Another way to identify the root cause of a conflict is to look for patterns and themes that emerge from the information you gathered. For example, you can analyze the frequency, intensity, and duration of the conflict, and see if there are any common factors or triggers that spark or escalate it. You can also look for recurring themes or topics that the parties disagree or argue about, and see if there are any underlying values, beliefs, or goals that clash or conflict. By finding the patterns and themes, you can get a clearer picture of what is really driving the conflict and what needs to be addressed.

5 Address the root cause

Once you have identified and confirmed the root cause of the conflict, you can work on addressing it and finding a solution that satisfies the parties involved. Depending on the nature and complexity of the root cause, you may need to use different strategies and techniques, such as negotiation, mediation, arbitration, or facilitation. The goal is to find a win-win outcome that resolves the conflict and prevents it from recurring. To do this, you need to communicate clearly and respectfully, acknowledge and validate the feelings and needs of the parties, generate and evaluate options, and agree on actions and follow-ups.

6 Monitor and evaluate the results

The final step is to monitor and evaluate the results of your conflict resolution process, and see if the root cause has been effectively addressed and eliminated. You can do this by setting and tracking measurable and realistic goals, indicators, and milestones, and by soliciting feedback and input from the parties involved. For example, you can ask: "How do you feel about the solution?", "Has the conflict been resolved to your satisfaction?", or "What challenges or difficulties have you encountered since the solution was implemented?" You can also use tools such as surveys, interviews, or focus groups to gather and analyze data. By monitoring and evaluating the results, you can assess the impact and effectiveness of your conflict resolution process, and make adjustments or improvements if needed.