The Glasl Escalation Model:
3 Levels of Conflict Escalation
Sooner or later, every team has to deal with conflict. But when should you intervene yourself, and when is it better to involve a third party? Glasl’s escalation ladder is a useful model to map the different stages of conflict escalation. How do you de-escalate a conflict step by step? Discover more in our blog!
Johan Van Eeckhout
Sooner or later, even the best teams face conflict. But when is a conflict just a minor disagreement, and when does it turn into full-scale war? Friedrich Glasl’s escalation ladder offers a clear model for understanding conflict escalation. When should you intervene, and how can you de-escalate the situation?
Discover more about:
- Glasl’s escalation ladder
- The 3 phases of conflict escalation
- Rational phase: Win–Win
- Emotional phase: Win–Lose
- Fight phase: Lose–Lose
- How to de-escalate a conflict using the escalation ladder?
Glasl’s Escalation Ladder
The escalation ladder is a model developed by Friedrich Glasl, an Austrian organizational development expert and renowned specialist in conflict management. He created the escalation ladder as a framework to map the different stages of conflict escalation.
The model assumes that a conflict can either escalate or de-escalate. This often happens as a result of triggers, such as a bad phone call, a brief email, or an unproductive meeting — all of which can push people further up the escalation ladder.
But a conflict can just as well be de-escalated — for example, through a gesture of appreciation or by offering an apology. The model serves as a useful guideline for team coaches or managers who facilitate conflict conversations.
3 phases of conflict escalation
Friedrich Glasl distinguishes three levels of conflict escalation, divided into nine sub-levels. Each phase is characterized by specific behavioral patterns that emerge as a conflict escalates. Using the escalation ladder, you can assess how serious a conflict is and determine which steps are most appropriate to de-escalate the situation.
1) Rational phase: Win–Win
The first phase — also known as the rational phase — is marked by a constructive and solution-oriented approach.
- Tension: occurs occasionally
- Solutions: usually obvious and resolved quickly
- Emotions: present but remain under control
- Intention: win–win — reaching a resolution together
- Relationship: more important than winning the conflict
- Mediation: possible through friends or colleagues
Although conflicts in this phase often seem harmless, they can escalate quickly if ignored. What starts as selective listening or talking past each other can evolve into sabotage behavior and reduced empathy. Intellectual aggression may also appear, such as polarizing remarks or comments made to gain approval from others.
2) Emotional phase: Win–Lose
The second phase of conflict escalation — the emotional or win–lose phase — is characterized by increasing tension and escalation.
- Tension: increasing, focused on being right
- Solutions: require effort and energy to de-escalate
- Emotions: strongly influence communication
- Intention: win–lose — winning at the expense of the other
- Relationship: strained, risk of rupture
- Mediation: via a neutral third party such as a conflict coach or mediator
People in this phase often develop tunnel vision. They may seek allies, form coalitions, and expand the conflict. Empathy decreases and the conflict becomes personal. Parties may threaten sanctions or consequences and are less concerned about damaging relationships.
3) Fight phase: Lose–Lose
The final phase — the fight or lose–lose phase — is the most destructive stage of the escalation ladder.
- Tension: uncontrollable, destructive behavior
- Solutions: complex, requiring time and space
- Emotions: dominate; rational thinking disappears
- Intention: lose–lose — causing damage becomes central
- Relationship: broken and difficult to restore
- Mediation: arbitration or legal intervention
In this stage, rational communication and empathy are largely absent. Systematic destruction and hostile behavior may occur. The other party is seen as an enemy, and even one’s own interests may be ignored. Consequences can be severe, affecting wellbeing, reputation, and in extreme cases even leading to physical conflict.
How to de-escalate a conflict using the escalation ladder
Conflicts are not necessarily negative. In fact, high-performing teams often see them as opportunities to improve collaboration. However, leaders must know how to de-escalate conflicts effectively, because every team will face them sooner or later.
The more escalated a conflict becomes, the more time and energy are required to resolve it. De-escalation is not achieved through a forced conversation or symbolic handshake. Instead, it involves rediscovering shared interests and rebuilding mutual understanding and empathy.
This often requires time and space, as well as a solid foundation in conflict management and communication skills. Models such as Glasl’s escalation ladder or the Thomas–Kilmann conflict styles can be helpful tools, but they are not magic solutions.
Would you like to learn more about how to de-escalate a conflict? Discover our 6-step de-escalation plan here!
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