Do you ever facilitate meetings where there is strong conflict between participants? I recently helped a team work on their conflict facilitation skills. We looked at techniques like de-escalation, word choice, and intervention. I want to share one of those techniques – LECSR – with you.
When deep conflict seems likely, teach participants the LECSR conversational technique before things heat up. Encourage them to use it during the discussions.
Listen … instead of arguing.
“Tell me more.”
Empathize … acknowledge views and feelings even if you don’t agree
“I see what you mean.”
Clarify … ensure you have a clear understanding of the other perspective
“Let me see if I understand. What you’re saying is …”
Seek Permission … to tell your perspective
“Can I offer a few thoughts?”
Resolve … once all participants have been heard, start working together to deal with the issue.
The “seek permission” step is powerful because people will rarely refuse to hear a person’s input once they have given permission. Thumbs up to master facilitator Ingrid Bens for this sharing this technique.