How to Use Business English to Solve Workplace Conflicts

Whether it's a disagreement over project direction or a clash of communication styles, navigating workplace tensions requires finesse and diplomacy.

But what if we told you there are easy techniques you can use to defuse even the most volatile situations, even before they happen?

This is where the power of words comes in, specifically Business English—a fundamental tool that's often ignored in conflict resolution strategies.

Trying to be impartial may feel slightly strange at first when you’re dealing with a conflict mostly caused by cultural differences or general misunderstandings. However, it can be a great way de-escalate a situation.

Being impartial is about separating yourself from the situation and acting as a fair referee, even when you are directly involved.

Forget who’s right or wrong.

We know what you’re thinking, it takes a strong, conscious mind to remind yourself to apply this in the heat of things, so here is a quick model you can use.

It’s our very own GOOSFRABA.

Let’s crack on.  

Table of Contents:

How to Use Business English in Disputes, Meetings, and Negotiations: “GOOSFRABA”

Step 1: Gather Yourself (G)

Step 2: Open (O)

Step 3: Observe and Evaluate = “Observulate” (O)

Step 4: Support (S)

Step 5: Find Common Ground (F) 

Step 6: Resolve Together (R)

Step 7: Act (A)

Step 8: Breathe (B)

Step 9: Accept (A)

How to Use Business English in Disputes, Meetings, and Negotiations: “GOOSFRABA”

Step 1: Gather Yourself (G)

Before reacting to the conflict or misunderstanding, take a moment to pause and breathe. Take a moment to gather yourself and prepare for the conflict resolution process. Center your thoughts and emotions to approach the situation with clarity. If you need a moment to think and gather yourself, it’s perfectly ok to say so. A handy phrase to use here is: “I just need a moment to gather my thoughts before we dive into this.”

Step 2: Open (O)

Keep an open mind as you engage in conflict resolution. Try to understand the perspectives and concerns of all parties involved. Can you see things from their perspective?

A useful phrase here might be: "Let’s work this out. I'm listening, please tell me your perspective. I’m sure we can find common ground."

Step 3: Observe and Evaluate = “Observulate” (O)

Observe the dynamics of the situation, including the behaviors, emotions, and concerns of all sides involved. Engage in active listening by paying full attention to what the other parties are saying and not saying. Pay attention to nonverbal cues and underlying tensions. Avoid interrupting and focus on understanding their messages. Listen to their viewpoints. Are they being reasonable? If so, meet them in the middle.

If there is tension, it can be good to acknowledge it. You might say: "It feels like there's some tension here. Let's figure out how we can solve it." This does two things, it acknowledges and tackles the tension head on, and it refocuses the conversation toward solutions, rather than problems.

Evaluate the situation objectively, considering the underlying factors contributing to the conflict or misunderstanding. Identify any misunderstandings or areas of miscommunication. The key here is to try to be neutral.

The trick is not to focus on the demands or actual positions of the individuals involved but rather to focus on the interests and needs of all parties. Understanding the cultural context helps understand where the other person is coming from.

Step 4: Support (S)

Offer support and reassurance to the other side as they work towards resolving the issue with you. Provide encouragement and guidance as needed to facilitate progress. A phrase like; "hey, I'm here to work with you. I want to help. Please tell me what's bothering you."

Step 5: Find Common Ground (F) 

Identify areas of agreement or common interests among the conflicting parties. Focus on finding shared goals or objectives to build upon towards resolution.

• Is this a misunderstanding?

• What do they want?

• What do you want?

• Do you both want the same thing?

• What same things do you want? There has to be something.

"Looks like we both care about getting X, Y, and Z sorted. How about we start with what we agree on?"

Step 6: Resolve Together (R)

Collaborate to brainstorm potential solutions to the conflict. Encourage open dialogue and cooperation in finding mutually acceptable resolutions.

"Let's put our heads together and come up with something that works for both of us. Sound good?"

Step 7: Act (A)

Take strong, decisive action that shows empathy and understanding towards the perspectives and emotions of ALL involved. Before you take action think to yourself, if I were the other person, is this an action that I would respect?

Step 8: Breathe (B)

Take moments throughout the process to pause, breathe, and reflect on your own thoughts and emotions. Use reflection as an opportunity to assess progress and adjust strategies as needed.

After the conflict has been resolved, take time to breathe and reflect on the experience. Consider any lessons learned and identify strategies for improving conflict resolution skills in the future.

If you want to encourage this during the discussion, you can say something like: "Let's take a breather and think about what we've discussed. No rush, we'll get there."

Step 9: Accept (A)

Accept the result, even if it may not fully align with your initial expectations or desires. Acknowledge the efforts made towards resolution and commit to moving forward with excitement and creativity.

If you need a phrase for this, a good one might be: "Well, it's not exactly how I pictured it, but I'm cool with it. Let's move forward and make the best of it."

Next Steps

See the Person And the Problem As Separate Entities:

Mixing a person and a situation together in your mind can lead you to making poor decisions. This can be particularly damaging when there is conflict or disagreement. Instead of attaching negative feelings to a person, observe the problem as a specific behavior or set of circumstances. This stops you from personally disliking the person when perhaps you don’t need to. It’s important to guide the conversation back to the specific conflict at hand whenever it veers off-topic or becomes personal. Find a resolution rather than getting caught up in personal disagreements or grievances.

Useful phrases for this are:

• “Let’s bring the discussion back to the core problem we're trying to solve.”
  

• “Let's set aside personal grievances for now and concentrate on reaching a solution to the current conflict.” (If it’s getting personal.)
  

• "We'll make more progress if we stick to the specific issue at hand and work towards resolving it.”
  

• "Our priority is X. Let's keep the discussion centered on that goal.”

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