What is the RESOLVE Model?
The structure of the RESOLVE model recognises that the issue of managing difficult conversations requires:
Specific communication skills;
A degree of emotional intelligence;
Understanding the context in which the conversation has arisen;
Working knowledge of the ‘communication process
The RESOLVE model serves two key principles:
To save businesses and organisations money;
To maintain, and ultimately to improve, work-based relationships
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.