From Conflict to Clarity: Transforming Relationships with the RESOLVE Model
- Graham Norris
- Oct 14
- 3 min read
When conflict arises—whether in the workplace, at home, or within ourselves—it can quickly cloud judgment, erode trust, and sap energy. But what if conflict wasn’t something to avoid, but rather something to understand, explore, and ultimately, resolve?
At the heart of Graham Norris’s work in conflict coaching and mediation lies this belief: that conflict, when navigated with skill and insight, can be a powerful catalyst for growth.
A Personalised, Practical Approach to Conflict
Graham’s services go beyond surface-level fixes. Drawing on years of experience as a coach, mediator, and team development specialist, he helps individuals and organisations work through conflict in a way that is deeply personal and profoundly practical.
Whether you're a manager facing tension in your team, a professional struggling with a difficult colleague, or someone simply looking to improve how you handle challenging conversations, Graham offers support rooted in both proven models and human understanding.
The RESOLVE Model: A Path Through Conflict
Graham’s signature approach is encapsulated in his RESOLVE model—a structured yet adaptable framework designed to guide individuals and teams from conflict to clarity.
Each letter of RESOLVE represents a stage in the journey:
R - Research: Do all aspects of the necessary homework and preparation first!
E - Explain: Within the meeting - how will the process work? It is wrong to assume others know and understand the process. Carried out well, it lays the foundation for success.
S - Suspend Judgement: You don't know what you don't know until you do. Start the process with a mindset that represents a blank piece of paper.
O - Open-minded: The presentation of different points of view WILL allow opinions to change in process. It leads to different levels of understanding. The key to success is to be open to receiving new information.
L - Listen: The need to recognise the difference between hearing and listening and the effect of active listening on the process - it is much misunderstood and undervalued.
V - Value: A difference in values is often at the root of disagreements. They need to be recognised and managed so that all people involved understand what is at stake and what needs to change in order to align the differences.
E - Evaluation: RESOLVE represents a process that starts before the difficult conversations take place, and extends well beyond its conclusion. However, at the end of the actual meeting, clarity about the 'next steps', and of the effectiveness of the process is paramount. Practitioners of RESOLVE sit comfortably in the process of continuous improvement and lifelong learning.
This model doesn’t offer a quick fix. Instead, it provides the space and support to pause, think critically, and act with intention—core principles also found in the work of Stephen R. Covey.
Inspired by Covey: Working from the Inside Out
Stephen Covey’s timeless principle, “Seek first to understand, then to be understood,” is central to Graham’s ethos. True resolution starts with empathy—not just for others, but for ourselves. Conflict often mirrors what’s happening within us: values being challenged, needs unmet, or assumptions misunderstood.
Graham incorporates Covey’s emphasis on proactive behaviour, emotional intelligence, and alignment with core values throughout his coaching and mediation practice. This ensures that clients don’t just walk away with a better relationship—they walk away better equipped to handle all relationships.
Understanding Team Dynamics with Belbin
In addition to one-to-one coaching and mediation, Graham supports team development using the Belbin Team Roles model. This well-established framework identifies nine roles individuals tend to play in a team—from the analytical Monitor Evaluator to the action-oriented Shaper.
By understanding team members’ Belbin Profiles, Graham helps organisations move from blame to balance. Rather than viewing conflict as a personality clash, clients begin to see it as a difference in roles, styles, and strengths—which can then be harnessed for better collaboration.
Why Work with Graham?
Clients who work with Graham often report:
Renewed clarity and confidence in dealing with conflict
Stronger, more resilient relationships
Deeper self-awareness and emotional insight
Practical strategies they can apply immediately
More than a mediator or coach, Graham is a guide—someone who walks with you through the discomfort of conflict and helps you emerge stronger on the other side.
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