This guide supports City staff in preparing for and managing conflict during community engagement activities. Conflict is natural, and, when handled well, can strengthen trust and participation. This resource offers practical tools to help staff navigate disagreement with care, address emotional and power dynamics, and create safer, more productive spaces for community input.

1. Prepare for Disagreement

• Anticipate disagreement: It is a natural part of engagement—different lived experiences lead to different ideas.

• Welcome productive tension: Moments of tension can be opportunities to challenge assumptions, surface truths, and build trust.

• Create a conflict plan: What types of disagreements might arise? What power dynamics are in play? What tools will you use to respond? To see a list of some common techniques, see page 3.

2. Check Power Dynamics

• Conflict often arises when power is unclear or hoarded.

• Be transparent about decision-making authority and who holds what power.

• Genuinely thank residents for sharing their time and expertise with the City and share concrete plans for follow-up. There is no outcome where every person’s preferences will be prioritized, but the City can commit to following up with residents to share how their input was used and what decision was made.

1. Begin with Active Listening Introduce it early and model it throughout. Encourage participants to:

• Listen without interrupting.

• Ask clarifying questions.

• Give their full attention.

• Use verbal/nonverbal affirmations (“I hear you,” eye contact, nods).

• Respond with honesty and respect.

2. Affirm & Reflect Diverse Perspectives

• Allow people to share fully and affirm their contributions.

• Summarize differences in neutral language—highlight overlaps and shared values.

• Invite participants to summarize each other’s views to deepen understanding.

3. Use Strategic Pauses

• Pause for reflection: When emotions run high, offer silence or soft music. Ask people to reflect, journal, or share in pairs.

• Pause to refocus: Use a short break to reset physically and emotionally. Then, re-center on shared goals.

4. Redirect with Purpose

• Stick to your agenda. Use a parking lot to set aside issues that fall outside the scope but deserve future attention.

• Gently move on from conflict that’s no longer productive—return to it later if needed, or follow up outside the meeting.

5. Know When to Move On

• Not all conflict can be resolved in the moment. Move forward when:

• You need more time or resources to respond meaningfully.

• The conflict threatens the emotional safety of others.

• The conversation is no longer helping you meet your goals.

1. Follow Up Thoughtfully

• Conflict can leave participants feeling harmed or excluded.

• Reach out individually or in small groups to ask:

• What would help you feel affirmed, understood, and safe moving forward?

• Do you want to continue participating?

2. Reflect and Learn

• As a team or individually, ask:

• What did we do well in navigating conflict?

• What would we do differently next time?

• What feedback did we receive from community members?