Resolution First

Our Resolution First approach is all about having open, early conversations to work through disagreements or tensions before they escalate.

That’s why we’re equipping people working with the BBC with practical tools and support to resolve issues early in their working relationships.

Where to start

Disagreements are a common and everyday experience. We want to ensure that we treat each other respectfully.

We may sometimes avoid these conversations due to time, lack of support or training, not seeing another’s point of view, lack of confidence, fear of repercussions, and giving up due to no clear benefit.

Don't wait to start the conversation, here are some tips to help you take that important first step.

Before the conversation

Constructive conversations can help you resolve your issue in a timely manner. From active listening to top tips working with strong emotions, we have you covered. Here’s a few pointers to get you started:

• Prepare for your conversation: Be clear on what the conversation is about and see if you can find common ground. What do you want to achieve? What would a successful outcome look like?
• Anticipate how the other person may react —and how you might feel: Think ahead about the different ways the other person might respond and plan how you’ll handle those reactions. This preparation can help you stay calm and constructive even if emotions rise.
• These conversations can feel uncomfortable, but they’re often the ones that lead to the most growth and positive change. Taking the time to prepare and approach them thoughtfully really pays off.

And here are a few tips to help you to deal with strong emotions during those conversations:

• Allow time for healthy venting
• Allow uninterrupted speaking
• Acknowledge (and name) strong feelings
• Be tentative when asking questions that could trigger a strong emotion
• Pause for a moment, offer a break
• Be aware of your body language and the words you use
• Be kind

Asking the right questions

Every good conversation starts with asking the right questions and good listening.

Starting is often the hardest part—these phrases can help you open the conversation in a calm and positive way.

• Could we set aside a few minutes to talk about something that’s been on my mind?
• I’d like to discuss something because I think it could help us work together more effectively. Is now a good time?
• I’ve noticed a situation that I think we should address so it doesn’t become a bigger issue. Can we talk it through?
• I’d appreciate your perspective on something I’m experiencing—can I share it with you?
• There’s an issue affecting my work that I’d like to raise. I want to approach it respectfully and find a good way forward together. 

These starters are designed to help you be open, respectful, and focused on solutions—whatever your role.

During the conversation

• Listen actively: Create a safe space, open questions, acknowledge, affirm, summarise
• Be empathetic: What is going on for them right now? Walk in their shoes. Intense emotions prevent clear thinking and demonstrating empathy opens communication and better-informed decision making.
• Don't judge, assume or blame: Support the person to tell their story. Suspend judgement. Remind yourself what the situation was like before the issue happened.
• Depersonalise the situation: Encourage the speaker to describe their observations, feelings and needs, and do the same yourself, i.e. "When this happened, I felt like..."
• Agree actions: Summarise progress made so far and agree what comes next.

Further prompt questions

Here’s a few prompts to enable you to get the most out of your conversation. You can ask:

• Can you tell me more about…?
• How did that affect you?
• What would you need to move forward?
• What’s really at the root of the issue for you?
• If you could change two things about the relationship, what would it be?
• What is important to you and why?

Where to go next?

If a conversation doesn’t resolve the issue, you can seek more support or report serious behavioural concerns to the Resolution Centre.