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The AQUA Model is a helpful mindset to use in conflict resolution. It can be used in any conflict situation – with clients, team members, and even family members!
A – Acknowledge
This is where empathy comes in – show the person that you know they are upset, and validate their feelings. This could be as simple as saying something like “I’m sorry to hear you’re feeling this way”.
Q – Question
Seek first to understand – ask questions to try to get to the root cause of the problem. Ask open questions to ensure you get as much information as possible from the other party. This will enable you to deal with all the facts, rather than just the surface issues.
U – Understanding
The best way to show understanding is to paraphrase points made from the question (Q) exercise to confirm you have listened to their problems. If it appears that you have not understood, you may need to go back to the Question exercise in order to gain better understanding.
A – Answer/Action
Seek to agree a way forward – you will answer their problem with a solution that will hopefully provide the the other party with a positive outcome.
And it’s that simple! Within our blog, we have a selection of mindset articles which help business owners run their businesses successfully and confidently. If you’d like to discuss working with us to help your small business grow, please book in a Discovery Call.
