Conflict resolution procedures

At Agile Collective we want to manage any conflict well. We want tensions between team members to be healthy and productive, part of a culture of open debate, honesty, and care – all in service of our mission.


Escalation pyramid

The conflict resolution process in pyramid format, with the headings below listed from bottom to top and an arrow pointing upwards labelled "escalation"

Organisational resources

Resources are for everyone to access and use to take responsibility for our own behaviour and also to support others with theirs.


How we encourage effective communication within our organisation

A culture of giving direct constructive feedback, listening to one another, and asking for help when needed.

Conflict resolution process

We endeavour to resolve conflicts at the lowest possible escalation step, but agree to escalate conflicts if they are not resolved.

  1. Personal reflection & individual support. Think through what happened. Take time and space to process and clarify your thinking if you feel confused, overwhelmed, or are experiencing strong emotions. Talk to a trusted friend, colleague, or your buddy to work through your own perspective and experience. Ask yourself what part you played in it, what you could have done different, and what your needs are to improve the situation. If you feel you need to go beyond individual work to resolve the problem, escalate to the next step.
  2. Direct communication As long as you feel safe and the power balance and tone is conducive to constructive discussion, approach the person in question and talk it out. Be mindful of picking a good time and place (privacy, lack of time pressure, mutually agreed location). If you don’t feel like you can work it out one-on-one for any reason, escalate to the next step.
  3. Supported communication Bring in a colleague to host a conversation with the people involved. The other party might want to bring in a colleague, too. If the colleagues feel insufficiently resourced, or you’ve tried and it didn’t resolve the conflict, escalate to the next step.
  4. The People Circle If the previous steps have not resolved the conflict, talk to the People Circle. They will try to find a mutually agreeable next step, such as hosting a mediation themselves, or inviting an external mediator or other experts in.

If the above steps are not successful in resolving the conflict, the situation will be escalated beyond the conflict resolution process and become an employment matter. At this stage, the coordinators will be engaged to gather all the information about the situation and figure out next steps. Irresolvable conflicts may lead to someone leaving the organisation, referral to external authorities if relevant, or systemic/structural changes to our organisation.

Engaging the conflict resolution process


Additional Resources on conflict resolution and communication to promote shared understanding can be found here.

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