At the recent International Ombuds Association Conference in Miami, I attended a session by Dr. Brent Epperson and Dr. Laura Armstrong that introduced a coaching model called EASE. EASE is short for Empathize, Acknowledge, Solve, and Explore. Although the model was designed with ombuds work in mind, I kept thinking about how useful it is for anyone in the workplace who’s navigating difficult conversations.
We’ve all been there: tensions are high, emotions are swirling, and you’re trying to stay calm and keep the conversation on track. EASE offers a simple framework that helps us show up with curiosity, compassion, and clarity.
Here’s how EASE can look in action:
- Empathize – Really listen. Reflect what you’re hearing and show that you care.
“That sounds incredibly frustrating. I can see why you’d feel stuck.” - Acknowledge – Talk honestly about what can be changed and what can’t.
“Let’s take a look at what parts of this situation are within your control, and what might not be.” - Solve – Brainstorm small, realistic steps that might help move things forward.
“Given what we’ve talked about, what’s one small thing you could try this week?” - Explore – Ask what might get in the way and how to stay motivated to act.
“What thoughts or worries might hold you back from taking that step? What’s the best-case scenario? What’s the worst thing that could happen? What’s the likelihood that these outcomes will happen? Is there anything that could be done to increase the likelihood that the best outcome will happen?
What really resonated with me was how the EASE model pairs naturally with stoic philosophy, something I’ve written about before. Stoicism reminds us to focus on what we can control (our words, our actions, our mindset) and let go of what we can’t (other people’s reactions, the past, or how things “should have” gone).
Put together, EASE and stoicism offer a grounded approach to navigating conflict. They help us stay present, keep perspective, and create space for thoughtful responses even when things feel messy or emotionally charged.
One takeaway I keep returning to: It’s not the situation itself, but how we respond to it, thatshapes what happens next.
Whether you’re a leader, a teammate, or just someone trying to get through a challenging day at work, this mindset can help you shift from feeling stuck to finding a way forward with a bit more ease.
What’s one conversation you have coming up where you could try using a little more empathy, curiosity, or clarity?
By: Elizabeth Hill, Associate Director, University of Colorado Boulder Ombuds Office and Co-Editor of Ombuzz based on content provided by Dr. Brent Epperson and Dr. Laura Armstrong