
A PRACTICAL MODEL FOR COLLABORATIVE
PROBLEM-SOLVING AT WORK
December 2024
Here is a practical and effective model for fostering great collaboration, especially in contexts like conflict resolution, complex problem-solving, and innovation. This model emphasises balancing the time spent growing understanding (50%) and joint solution- finding (50%) while embedding key collaborative principles like curiosity, assumption-testing, and openness.
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An overview of the two-phase model is as follows:
Growing Understandings Phase
1. Create the Space
2. Share Perspectives without Blame of Judgement
3. Explore Issues by Topic
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Solution Building Phase​
1. Generate Solutions
2. Collaboratively Assess Possibilities
3. Reality Test
4. Reach Agreement

Growing Understandings Phase
This phase builds a shared foundation of knowledge, trust, and insight. Use this time to explore perspectives, clarify assumptions, and create alignment.
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1. Create the Space
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Identity a positive, shared conversation goal(s) and define success clearly
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Establish communication guidelines to encourage active listening, thoughtful questioning, and respectful engagement.
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Suspend hierarchies.
2. Share Perspectives Without Blame or Judgment
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Share perspectives, say 5 minutes each, with each person speaking as if they were the first speaker i.e. no one responds to what anyone else’s perspective at this stage. Tip: Giving participants three questions to answer individually, in advance, can help participants to structure, focus and prepare their opening thoughts, and keep to time.
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Identify, from the above, core topics of mutual interest. Note: The levels of interest do not need to be balanced, and in fact, seldom are. Tip: No more than five is recommended.
3. Explore Issues by Topic
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Ask "what" and "how" questions; avoid "why" questions in the case of conflict as they can unwittingly trigger threat responses.
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Take care not to fall into ‘group think’.
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Shift perspectives (individual, team, organisation, customer) to gain comprehensive insights.
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Pay attention to values, interests, and needs—these are the "gold" that will guide solution development.
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Fully explore past and present contexts before moving to future solutions.
Solution Building Phase​
This phase encourages participants to jointly build on ideas, problem-solve and envision the future.
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1. Generate Solutions
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Brainstorm extensively; aim for quantity over immediate feasibility.
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Use prompts like, “What else? What if we removed this barrier?”
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Avoid prioritising solutions prematurely.
2. Collaboratively Assess Possibilities
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Focus on shared interests rather than rigid positions.
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Strive for collaboration (win-win solutions) over compromise (partial wins).
3.Reality Test
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Evaluate options against best-case and worst-case scenarios.
4. Reach Agreement
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A clear solution or path forward.
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Defined next steps, with clear accountabilities and time frames.​
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Tips for Addressing Impasse
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Project into the future: ask, “How important is this likely to be in X years?”
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Reframe interests to support a new way in to looking at the issue.
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Reflect concerns back, e.g., “Your concern is...”
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Use role reversal: Encourage participants to consider perspectives from others’ positions.
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Summarise and pause: Recap discussions, then allow silence for reflection.
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Acknowledge the impasse: State the difficulty openly, then suggest: “What if we were to...”
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Propose contingent agreements: Outline potential paths forward if certain conditions are met.
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Park and return: Move to another agenda item and revisit the impasse later.
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Robyn Hill is an accredited mediator, a facilitator and coach of courageous, challenging or necessary conversation professional learning, and a facilitator of important meetings and conversations. She is also the Director of Courageous Conversations NZ.