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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

  • Identity a positive, shared conversation goal(s) and define success clearly

  • Establish communication guidelines to encourage active listening, thoughtful questioning, and respectful engagement.

  • Suspend hierarchies.

 

2. Share Perspectives Without Blame or Judgment

  • 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.

  • 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

  • Ask "what" and "how" questions; avoid "why" questions in the case of conflict as they can unwittingly trigger threat responses.

  • Take care not to fall into ‘group think’.

  • Shift perspectives (individual, team, organisation, customer) to gain comprehensive insights.

  • Pay attention to values, interests, and needs—these are the "gold" that will guide solution development.

  • 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

  • Brainstorm extensively; aim for quantity over immediate feasibility.

  • Use prompts like, “What else? What if we removed this barrier?”

  • Avoid prioritising solutions prematurely.

 

2. Collaboratively Assess Possibilities

  • Focus on shared interests rather than rigid positions.

  • Strive for collaboration (win-win solutions) over compromise (partial wins).

 

3.Reality Test

  • Evaluate options against best-case and worst-case scenarios.

 

4. Reach Agreement

  • A clear solution or path forward.

  • 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?”

  • Reframe interests to support a new way in to looking at the issue.

  • Reflect concerns back, e.g., “Your concern is...”

  • Use role reversal: Encourage participants to consider perspectives from others’ positions.

  • Summarise and pause: Recap discussions, then allow silence for reflection.

  • Acknowledge the impasse: State the difficulty openly, then suggest: “What if we were to...”

  • Propose contingent agreements: Outline potential paths forward if certain conditions are met.

  • 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.

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