Voicing Disagreement Using the 5W/1H Model

This post is adapted from a session I facilitated on workplace interpersonal communication.

Often when we hear that two people had a disagreement, negative images are conjured up in our minds. We may envision red-faced individuals engaged in a tit-for-tat, name-calling, insult-trading exchange ended only when one person stormed out of the room, slamming the door behind him. This may be an extreme example, but the word “disagreement” does carry negative connotations for many of us.

Disagreement expressed constructively, however, can be extremely beneficial, particularly in the workplace. In fact, disagreement can:

• Strengthen teams

• Bring forth new ideas and approaches

• Force us to challenge our way of thinking

• Stem change and thwart inertia

• Clear the air and have a cathartic effect

You can use the 5W/1H Model for voicing disagreement constructively. If you’ve ever written for a newspaper, you know that the first paragraph in your article should cover the who, what, when, where, why, and how of your story’s details. When voicing disagreement, we also need to be mindful of the five Ws and the one H.

WHO: Address the specific person with whom you are disagreeing directly.

Addressing the person by name shows respect. It is your acknowledgement of their personhood. When you direct your disagreement toward a particular person, he or she will then know to whom a reply should be made. There may also be times during a meeting when you have several people expressing different ideas and opinions seemingly all at the same time. Comments may be flying at a fast and furious pace.

In this setting, you may not have the opportunity to express your disagreement with a statement immediately after it has been made. By the time you do have the opportunity, others in the group may have forgotten exactly who made what statement. Another benefit, then, of addressing the person with whom you disagree by name is to provide a memory jogger for everyone else.

Ex. Pat, I disagree…

WHAT: With what specific aspect of what was said did you disagree?

In voicing your disagreement, it is imperative that you are very specific. You may agree with 99% of what the person said. You need to make clear that your comments pertain to the 1% of what was said with which you did not agree.

Being specific serves two functions. First, the person with whom you disagree can more effectively address your statements if she knows the nature of your disagreement. After all, if I’ve said 10 different things, and you counter with a barebones “I disagree with that,” how do I know what that is? Second, being specific helps others who are present focus in on the issue you have raised.

Ex. Pat, I disagree with your assessment of the success of our suggestion box program.

WHY: Be specific as to why you disagree with what was said.

Not clearly expressing why they disagree with what has been stated is where so many people go wrong. Being able to articulate the reasons for your disagreement will help the other person understand your point of view. When she can understand your point of view, she can respond intelligently to what you have said.

Also, remember that two of the benefits of constructive disagreement are to challenge ways of thinking and to bring forth new approaches. This can only be accomplished if you can make a cogent argument with objective reasons to support your opinion.

Ex. Pat, I disagree with your assessment of the success of our suggestion box program. Thus far, we have received over 50 suggestions from our employees and we have implemented five of those suggestions to improve our customer service processes. Our employees’ strong participation would indicate that they are vested in the program and realize its value as a feedback tool.

HOW: Use the Positive-Constructive-Positive statements.

Start with a positive statement, follow with a constructive statement, and conclude with a positive statement. The key here is to keep your communication entirely professional. You'll want to stick to the subject at hand.

Ex. Pat, I appreciate your opinion, but I respectfully disagree with your assessment of the success of our suggestion box program. Thus far, we have received over 50 suggestions from our employees and we have implemented five of those suggestions to improve our customer service processes. Our employees’ strong participation would indicate that they are vested in the program and realize its value as a feedback tool. Given your opinion, what changes would you like to see made to strengthen the program?

WHEN: Voice your disagreement only after you have given careful consideration to what has been said.

Are you certain that you fully understand the other person’s position? Have you asked for additional elaboration or clarification to aid your understanding? Do you have the necessary facts and information to support your position? Can you propose a viable alternative? Can you give at least two reasons why the approach you are suggesting will work better?

WHERE: Voice your disagreement in the presence of the person with whom you disagree.

Your supervisor called a meeting of your department to brainstorm solutions to shore up weaknesses in the customer service processes. Many ideas were generated and considered. Ultimately, the team elected to implement a pilot program proposed by your colleague, Kendra, on a trial basis.

After giving some additional thought, however, you have concerns about the logistics of implementing the program. You’d like to express these concerns to your supervisor as they may have long-lasting implications for the success of the program. In this situation, the best course of action would be to request a meeting with your supervisor and with Kendra. This will allow Kendra the opportunity to hear your concerns and address them directly.

Use this simple method to express disagreement constructively.

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