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Managing Conflicts

As a manager or team lead, you have a critical role in fostering a respectful, psychologically safe, and accountable workplace. When conflict arises, between team members, between a student and instructor, or within a trades environment, the CLEAR Framework™ offers a simple, supportive way to step in without taking over.

CLEAR Framework™

CLEAR stands for:

  • Clarify the issue
  • Listen actively and respectfully
  • Express perspectives and needs
  • Align on shared understanding
  • Resolve through agreement or next steps

This step-by-step process helps people feel heard, move beyond assumptions, and explore resolution constructively.

How managers can apply CLEAR supportively

Scenario

Imagine there are two team members in conflict about communication and workload. One feels excluded from key decisions; the other feels criticized and “managed.” The manager is asked to step in. Here’s how a manager can apply the CLEAR framework™:

Seek first to understand, then to be understood.

Stephen R. Covey

A few reminders

  • Think to yourself: “When I step in, my role isn’t to decide who’s right … it’s to make sure we have a fair process, everyone is heard, and we leave with clear next steps.“
  • Power dynamics matter. When one party holds more authority or privilege, help rebalance the space through curiosity and care.
  • Curiosity helps rebalance power because it interrupts assumption and control. When someone in a position of authority chooses to ask rather than tell, the dynamic shifts from judgment to understanding. Power is not removed; it is exercised more deliberately.
  • Care, in this context, is not about avoiding accountability. It shows up as slowing conversations down, creating space for each person to speak without interruption, and acknowledging impact before moving to solutions.
  • It’s okay to pause. If emotions are high, offer time to reflect and return.
  • Model the process. Even naming that you’re using a framework builds transparency and teaches others how to navigate conflict well.

You’re not alone

When situations feel complex or sensitive, reach out to colleagues for support, including your manager, the RDI team, or others. As a manager or someone with influence over others, you play a key role in fostering respect within your team, but you’re not expected to do it all yourself.

The CLEAR Framework™ and Disagreeing Respectfully principles were developed by Delia Joseph and Mel Burns.