LAVEI Framework for Conflict Resolution

As an EM, how do you resolve conflicts? Introducing the LAVEI Framework. (3-4 minutes read)

Ever heard of the LAVEI framework? Probably not -- because it’s something I coined myself 🙂. It's a practical 5-step approach I’ve developed over the years to help managers effectively resolve team conflicts.

TL;DR

LAVEI is a simple 5-step conflict resolution framework: Listen -> Acknowledge -> Validate -> Encourage -> Intervene. It helps managers guide team members toward resolving conflicts independently, with minimal direct intervention.

DETAILS:

Based on observations from my mentors, managers, peers, colleagues, friends, and my own experiences, I created this 5-step process that is able to solve most of the conflicting situations, as a manager. I’ve applied it and it has worked for me – hence sharing here.

Here are the details of the 5-steps:

1. Firstly: L - LISTEN 

   1. 1. Listen carefully and without interruption. Your goal is to understand - not judge, not jump to solutions. Ask clarifying questions to make sure you truly grasp their concern.

2. Secondly: A - ACKNOWLEDGE

   1. 1. Acknowledge that you’ve heard and understood their concern. This builds trust. People need to know their manager is listening - and cares.

3. Thirdly: V - VERIFY / VALIDATE

   1. 1. Next, validate the facts. Talk to others involved if needed. Is the issue based on a misunderstanding -- or is there a real conflict? Clarify that with empathy. Example: if someone isn’t responding to messages, could they be on leave or overloaded?

      2. Once you confirm there’s real conflict, you can encourage resolution first, or intervene directly if the situation calls for it.

4. Fourthly: E - ENCOURAGE (and support)

   1. 1. Encourage the person to try resolving the issue themselves -- with your support. You might help them draft a message, or schedule a meeting (but stay out of it). This builds confidence, improves communication, and avoids over-reliance on you as the fixer.

      2. Lemme ask you a question here: 

         1. 1. Why do you think it is a good idea to first let them resolve the conflict themselves instead of you resolving them first-hand? (Hint: promotes ownership, improves communication, opportunity to build rapport,  reduces escalation bias, fosters respect and trust)

            2. And can you think of any situations where this is not a good idea? (Hint: power imbalances, emotional safety concerns, urgency/impact)

5. Fifthly: I - INTERVENE (and resolve)

   1. 1. When all else fails, intervene directly. Talk to both parties (together or separately). Address concerns clearly and kindly. Make sure both feel heard - and that steps are taken to prevent recurrence.

      2. If you need to make any process changes for that – do so. For example, “I was waiting on him but he never replied, so my task got delayed” – such things can be resolved easily by having a 15-minutes daily stand-up.

      3. Finally, if you come to notice that some of the actions weren’t aligned with the culture and values of the company or the team or those were deterrent for the productivity of the team, explain those – without being harsh.

Great managers stay fact-driven and people-first. LAVEI helps build a culture where conflicts are resolved thoughtfully - and often independently. And yes, sometimes hard decisions are needed -- but that’s a topic for another time.

Hope this helps! Feel free to use this if any situation arises! 👍