Conflict Resolution Basics

Why this matters

Business Analysts sit between stakeholders with different goals. You will face conflicts about scope, priorities, timelines, data definitions, and quality. Resolving conflict quickly keeps delivery on track and relationships healthy.

• Clarify requirements when teams disagree on definitions.
• Negotiate scope and priority when timelines are tight.
• Facilitate decisions when product, engineering, and operations pull in different directions.
• Defuse tense meetings so analysis can continue.

Concept explained simply

Conflict is a gap between what two or more parties want, think, or feel. Your job is to make that gap visible, safe to discuss, and small enough to cross.

Mental model: ICE + STEPD

• ICE: Interests (why), Criteria (how we judge options), Emotions (how it feels).
• STEPD: Setup, Tell the story, Explore interests, Propose options, Decide and document.

Core toolkit

Skills you will use

• Neutral framing: describe the issue without blame.
• Active listening: summarize, validate, and check understanding.
• Option building: create multiple viable paths.
• Criteria-based decisions: choose using agreed measures.
• Close and document: confirm next steps in writing.

STEPD in action

1. Setup: State the decision, timebox, and roles.
2. Tell the story: Each side explains facts and concerns; BA paraphrases.
3. Explore interests: Ask why each outcome matters.
4. Propose options: Brainstorm 2–3 options meeting core interests.
5. Decide and document: Pick using criteria; write owner, due date, and risks.

Worked examples

Example 1: Scope vs timeline

Conflict: Product wants extra features for launch; Engineering says timeline breaks.

1. Setup: "We need a decision on launch scope in 20 minutes."
2. Tell the story: Summarize both sides.
3. Explore: Product needs differentiation; Eng needs stability.
4. Options:
   • A: Launch core + 1 differentiator, move rest to next sprint.
   • B: Keep core only, guarantee zero rollback risk.
   • C: Delay launch one week for 2 differentiators.
5. Criteria: On-time launch, risk tolerance, impact.
6. Decision: Choose A. Document owner for the differentiator, exit criteria for next sprint.

Example 2: Data definition clash

Conflict: Marketing and Analytics differ on "Active User" definition.

1. Setup: "Goal: one definition for reporting by Friday."
2. Tell the story: Marketing uses 7-day activity; Analytics uses 30-day.
3. Explore: Marketing needs campaign responsiveness; Analytics needs stability across months.
4. Options:
   • A: Two metrics with clear names: AU7 and AU30.
   • B: One metric: AU14 as compromise.
   • C: One metric AU30 + campaign metric CTR for responsiveness.
5. Criteria: Clarity, comparability, effort to implement.
6. Decision: A. Document naming, SQL snippet owner, and rollout date.

Example 3: Priority dispute

Conflict: Support wants bug fix first; Product wants new feature for demo.

1. Setup: "Decision: first ticket after lunch."
2. Tell the story: Summarize impact of bug vs demo value.
3. Explore: Support needs SLA compliance; Product needs stakeholder confidence.
4. Options:
   • A: Hotfix in 2 hours, demo postponed by 1 day.
   • B: Demo now; hotfix scheduled with temporary workaround.
   • C: Parallelize: one engineer for hotfix, one for demo polish.
5. Criteria: Customer impact, SLA risk, demo importance.
6. Decision: C if capacity verified; else A. Document assignment and times.

Quick scripts and phrases

Practice: Exercises

Do these now. Timebox each to 15 minutes.

Checklist to self-evaluate

• Is the decision concrete and time-bound?
• Did you list interests, not positions?
• Do your criteria match the stated goals?
• Are options feasible within constraints?
• Is ownership and due date explicit?

Common mistakes and self-check

• Jumping to solutions without criteria. Self-check: Can you list 2–3 criteria before proposing options?
• Framing with blame. Self-check: Replace names with roles and facts.
• Missing stakeholders. Self-check: Who owns the risk if we choose A? Are they in the room?
• Vague closure. Self-check: Does your note have owner, due date, and risks?
• Ignoring emotions. Self-check: Did you reflect concerns in your summary?

Practical projects

• Create a Conflict Playbook: your phrases, criteria templates, and sample decision notes.
• Run a 20-minute alignment session using STEPD on a real backlog dispute; capture before/after state.
• Maintain a Decision Log: one paragraph per decision with date and outcome.

Who this is for

• Aspiring and practicing Business Analysts
• Product, Data, and Operations professionals who facilitate decisions

Prerequisites

• Basic meeting facilitation
• Ability to summarize stakeholder input

Learning path

• Start: Conflict Resolution Basics (this lesson)
• Next: Stakeholder Mapping, Negotiation Essentials, Decision Documentation
• Then: Advanced Facilitation, Metrics-Driven Tradeoffs

Next steps

• Complete the exercises and save your templates.
• Take the quick test to check understanding. Everyone can take it; only logged-in users save progress.
• Apply STEPD in your next cross-team meeting.

Mini challenge

In 5 lines, write a neutral framing statement and two criteria for a real conflict you face this week. Bring it to your next meeting.

Quick Test — read before starting

Everyone can take the test. If you log in, your progress is saved automatically.