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What is the RESOLVE Model - Action Change

What is the RESOLVE Model?

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The structure

The structure of the RESOLVE model recognises that the issue of managing difficult conversations requires:

  1. Specific communication skills;

  2. A degree of emotional intelligence;

  3. Understanding the context in which the conversation has arisen;

  4. Working knowledge of the ‘communication process

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The principles

The RESOLVE model serves two key principles:

  1. To save businesses and organisations money;

  2. To maintain, and ultimately to improve, work-based relationships

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RESOLVE Model - Action Change

Why use the RESOLVE model?

RESOLVE is orientated around work-based scenarios where a problem or issue has arisen, a change is required, a person’s performance is not as good as expected, or a working relationship is not as productive as it could be - either between two separate individuals (e.g. a manager and a member of staff) or two or more members of a team.

It is not orientated towards the delivery of ‘bad’ or unfortunate news, such as a trauma or bereavement – there are other models available that are more suitable for this particular circumstance.

Offering a fair approach to difficult situations

Complex and difficult work-based conflicts can be resolved by formal investigations, mediation, or other structured processes such as tribunals or occasionally, through a judicial process. RESOLVE, as a concept, sits right at the start of these sorts of cases, well before they get out of hand: it offers the opportunity for managers at all levels to manage a difficult conversation in a fair, meaningful and robust way so that situations do not escalate to the point where more formal and structured interventions are required.

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