How to Defuse Conflict by Asking the Right Questions

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Conflict is inevitable, but hurtful conflict is not. As Dr. Greg Popcak explains in God Help Me! These People Are Driving Me Nuts!, there are ways to handle conflict effectively—and compassionately.

If you read our last post on this topic, then you probably already know the first step in compassionate conflict resolution. Instead of writing someone off as toxic or irrational, ask, “What are they really trying to do?” That small act of curiosity can be a powerful way to break the cycle of conflict and begin to understand difficult people in your life.

But what if the answer isn’t obvious? What if someone’s behavior is hurtful, irrational, or even aggressive—and you genuinely can’t figure out what they’re hoping to accomplish?

In God Help Me! These People Are Driving Me Nuts!, Dr. Popcak offers two ways of uncovering the hidden, often positive intention behind someone’s obnoxious behavior—tools that can transform frustration into empathy, opening the door to healing.

The Direct Approach: Just Ask

The first approach is pretty simple: if you want to know why someone is acting a certain way, try asking them.

But in practice, most of us don’t ask—we accuse. Think about the last time someone rubbed you the wrong way. Your internal dialogue probably sounded something like:

  •  “Why are you always such a jerk?”
  •  “I can’t believe you said that to me!”
  •  “What is wrong with you?”

These reactions are natural—but not helpful. They shut down the possibility of connection and push the other person into a defensive crouch.

Instead, Dr. Popcak suggests a three-part clarifying question:

  1. Describe the behavior factually. Say what happened without judgment or exaggeration. For example:
     “When you slammed the door…”
  2. Share how it affected you. Let them know what you felt or how you interpreted the behavior:
     “…I felt like you were angry that I asked for your help.”
  3. Give the benefit of the doubt—and ask. This is the turning point:
     “…but I don’t think that’s what you meant to do. Can you tell me what was really going on?”

This kind of question is disarming because it’s respectful and assumes good intent—even when the behavior is hard to take. It’s a firm but gentle way of saying, “This didn’t sit right with me, but I’m willing to believe there’s more to the story.”

The Indirect Approach: Follow the Money

Of course, not everyone can clearly articulate what they’re trying to accomplish. Some people lack the self-awareness to explain their motives. Others—children, teens, emotionally immature adults—may not even recognize them. That’s where the indirect approach comes in.

Dr. Popcak calls it “following the money.” In other words, observe what benefit a person gains from their behavior. If that’s not obvious, look at what happens immediately afterward.

For example:

  • A child throws a tantrum. The goal might not be to get a toy—it could be a bid for attention, closeness, or even space.
  • A teen keeps getting grounded. Maybe that’s their way of avoiding risky social situations while saving face with peers—or a cry for more time with distracted parents.
  • A boss who yells might be trying—ineffectively—to inspire urgency and motivation.

Dr. Popcak shares how one of his clients, Anna, worked for a doctor known for his temper. His shouting stressed out the staff, but Popcak helped Anna recognize that the doctor’s real goal was to get people to respond quickly and correctly. Instead of reacting with fear, Anna calmly said, “Doctor, I’d be happy to help you, but I’d appreciate it if you’d ask me respectfully. ‘Please’ usually works.” To her surprise, he listened—and their relationship began to shift.

By recognizing the intention, Anna was able to respond not to the outburst but to the need behind it—and offer a healthier alternative.

When You See the Intention, You Can Make a Change

Once you’ve identified the underlying motive—whether through a clarifying question or by “following the money”—you’re in a better position to create change. In the book, Popcak introduces the P-E-A-C-E process, which are five steps for transforming toxic interactions into more respectful, healing relationships.

We’ll explore that process more fully in a future post, but the first step is always the same: stop treating the other person like an enemy, and start treating them like a fellow struggler—someone who, like you, is doing their best to get their needs met, even if they’re doing it badly.

Conflict Is a Doorway

It takes courage to stop reacting and start listening. But when we learn to ask better questions and seek deeper understanding, conflict can become a doorway—not to defeat, but to healing.

As Dr. Popcak writes, “The person is never the problem. The problem is the problem.” Learning to see the difference is what love looks like in the real world.

For more practical tools like the P-E-A-C-E process and real-life stories of transformation, pick up a copy of God Help Me! These People Are Driving Me Nuts! by Dr. Greg Popcak. Or, if you’re looking for personalized support, connect with a pastoral counselor at CatholicCounselors.com.

Loving Difficult People: A Catholic Approach to Annoying Behavior

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Take a moment to make a mental list of people who drive you nuts: the roommate who is always badgering you to do this or that but who never pitches in herself; the coworker who overshares about her personal life; the adult sibling who won’t stop inserting his politics into your relationship; or the parish administrator whose negative assessment of every proposal is a roadblock to needed change.

How do you deal with such people, especially if you count yourself a follower of Jesus?

St. Augustine advised that we “love the sinner, hate the sin,” but in practice, many people either hate the sinner and the sin—or they love the sin in the name of loving the sinner.

These responses might be attractive due to their simplicity—but they don’t fulfill our calling as Christians, says Dr. Greg Popcak in his book, God Help Me! These People Are Driving Me Nuts. The problem is, many Christians don’t know how to love the sinner while hating the sin.

If we want to change the way we interact with difficult people, Popcak suggests, we have to start by understanding them. That doesn’t mean ignoring bad behavior—it means digging deeper to uncover the intention behind it.

Looking through a Loving Lens

Every annoying behavior, Popcak writes, is an attempt—however flawed—to meet a legitimate need or pursue a positive goal. In psychological terms, it’s called “secondary gain”: a hidden benefit someone receives from their actions, even if those actions are unhealthy or counterproductive.

For example, maybe your demanding roommate is driven by anxiety and needs things to feel “just right” to calm her inner world. Maybe your co-worker is an extrovert who needs to process the drama in her life out loud in order to make sense of it. Maybe your brother’s attempts to get you to validate his political views is all about shoring up his sense of security. And maybe the parish administrator had a bad experience in the past that has left her super cautious about change.

When we pause to consider these possibilities, our reactions to the annoying or offensive behavior shifts. Instead of retaliating or shutting down, we can choose curiosity, compassion, and even love.

From Conflict to Connection

That shift definitely does not mean we excuse bad behavior. Popcak is clear: loving someone doesn’t mean letting hurtful patterns go unchallenged. But when we understand that a person’s action might be a clumsy way of pursuing something good—like connection, respect, or affirmation—we open the door to genuine change.

Take the story of Ralph, a father whose harsh parenting methods drove his children away. Ralph believed he was doing the right thing by “toughening them up,” “preparing them for the real world.” His intentions were rooted in love, but his methods were flawed and painful. Only when someone took the time to understand why he acted the way he did—and showed him a better way—did Ralph begin to see how things might have been different.

“Understanding is merely the starting point for respectful change,” Popcak writes. “We cannot hope to create change in our relationships if people experience us as their adversaries. So to build the rapport needed for respectful change to happen, we must challenge our initial inclinations to lash out and instead seek understanding of the true intention behind another’s offensive behavior. It helps us meet others not as adversaries, but as people trying—and often failing—to get something good in the only way they know how.”

A Practical Exercise: Rewriting the Script

Take a moment to try this shift yourself. Thinking about someone whose behavior irritates you, walk through these three simple but powerful steps:

1. Name your reaction: How do you feel? Angry? Hurt? Dismissed? Misunderstood? This step is important—acknowledge your emotional truth before trying to move into understanding. Denying your feelings won’t help you respond more lovingly; naming them will.

 

2. Imagine the intention: Ask yourself, “If this person had a good reason for acting this way—even if it’s not obvious to me—what might it be?” This step is where empathy begins. Could they be overwhelmed? Feeling disrespected? Trying to regain control? Needing comfort or connection? Try to identify at least one possible positive intention, even if their method of expressing it is deeply flawed.

 

3. Choose a new response: Now, imagine responding from a place of compassion. What might you say or do differently if you believed that the other person’s behavior was actually a cry for help, a bid for love, or an attempt to feel safe or heard? Maybe instead of snapping back, you ask a curious question. Maybe instead of withdrawing, you offer support or set a firm but kind boundary. You don’t have to excuse the behavior, but you can approach it in a way that creates connection instead of conflict.

Try practicing this with small situations first—a curt text, an impatient tone, a forgotten task—and work your way up to more challenging scenarios. The more you practice, the more natural it becomes to respond with grace, understanding, and love.

Doing the Hard Work of Love

At the heart of the Christian life is the call to love others—even when they’re difficult, Popcak says. That doesn’t mean being a doormat. It means doing the hard work of trying to understand the hearts behind the actions.

As Popcak points out, sin isn’t always about malicious intent—it’s often just a misguided way of reaching for something good. And when we can see that, we’re more likely to respond in a way that actually helps others grow into the people God created them to be.

Understanding the intent behind offensive behavior is just the beginning of the process. For more advice on dealing with annoying or offensive behavior in a loving way, pick up a copy of God Help Me! These People Are Driving Me Nuts! Or, for more one-on-one help, reach out to a pastoral counselor at CatholicCounselors.com.

Does Jesus Want Us to be ‘Nice’ to the Difficult People in Our Lives?

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“But I tell you who hear me: Love your enemies, do good to those who hate you, bless those who curse you, and pray for those who mistreat you” (Luke 6:27-28).

Jesus couldn’t have been more clear that following him means imitating the Father’s radically generous, unconditional love. He didn’t just preach this love; he embodied it through his death on the cross, and he expected his disciples to “take up their cross and follow me” (Matthew 16:24).

Over the centuries, those words have inspired countless Christians to heroic acts of love, sometimes to the point of sacrificing their lives.

Unfortunately, too many Christians also take Jesus’ teaching to mean that they ought to patiently put up with bad behavior from difficult—or even abusive—people.

But as Dr. Greg and Lisa Popcak frequently point out to callers on their More2Life radio show, that’s a serious misunderstanding of Jesus’ call to radical love. In fact, such an approach may not be loving at all.

 

Jesus Wasn’t Always ‘Nice’

To see why Christian love sometimes calls for us to stand up for ourselves, set healthy boundaries, and in some cases, even end a relationship, we need to get a fuller picture of who Jesus really was.

Jesus dealt with “difficult” people all the time. Sometimes, those difficult people were even his closest friends! Other times, they were religious authorities who had it out for him.

Did Jesus quietly tolerate problematic behavior in the interest of “being nice”? He certainly stood up to the religious leaders who opposed him, often in forceful terms that left no question about their need for a change of heart.

Nor did he let his friends off the hook when they went astray. He famously rebuked Peter just moments after Peter confessed that Jesus was the Son of God (Matthew 16:23).

At the same time, Jesus met known sinners with tenderness and mercy: think of his encounter with Zacchaeus or the woman caught in adultery, for example.

 

Real Love Works for the Good of the Other

Each of these very different approaches had a common motivation: Jesus’ genuine love for the person, tuned to achieve the good of the person he was encountering. As St. Thomas Aquinas would later put it, Christ-like love “wills the good of the other.” Christian love cooperates with God to help the other person become fully the person God desires them to be.

At the heart of our love for anybody, then, is the question: “What do I need to do to help this person achieve the good that God wants for him or her?”

In a healthy relationship, the answer would begin with the needs and desires of the other person. But in the case of someone whose problematic behavior is causing real, ongoing harm to us or other people, the bar is a lot lower. In these cases, really loving the person begins with not letting them mistreat you or other people. Instead, it begins with helping them become a better person.

Usually, the first step is to engage the person in a respectful, cooperative conversation about how to change the problem behavior. In God Help Me! These People Are Driving Me Nuts! Making Peace with Difficult People, Dr. Popcak outlines a five-step process for doing that.

If a person isn’t open to cooperatively working on the problem, then the next step might be setting limits or boundaries on the relationship. Ideally, these boundaries are targeted at the problem behavior and don’t cut off the relationship completely.

Sometimes, though, it is necessary to end the relationship entirely, especially if your life or health are in danger. As the Church teaches, we have a duty to care for our own life (Catechism of the Catholic Church #2264).

 

The Love of the Cross

At this point, you may wonder how Jesus’ call for his disciples to “take up their cross and follow me” fits into the picture of Christian life. After all, plenty of saints have suffered, and even given their life, for the sake of Christ.

What distinguishes the sacrifice of the cross, though, is that it served a higher purpose; Jesus sacrificed his life to save all humanity. The sacrifices of the saints and martyrs participated in that sacrifice. For instance, saints such as Maximilian Kolbe, Gianna Beretta Molla, Oscar Romero, and Maria Goretti sacrificed their lives in order to save another life, or to stand up for truth and justice.

Each of us has everyday opportunities to practice this sort of sacrificial love: quietly putting up with a spouse’s annoying but harmless habit, getting up with the baby so your spouse can get some much-needed rest, ignoring a stranger’s rudeness out of charity.

But if you’re dealing with someone whose behavior is causing real problems, then ask yourself: Is putting up with this behavior really the best way to love this person? Does it serve Christ and the Kingdom of God?

If the answer is “no,” then it might be time to imitate Jesus’ other ways of loving difficult people.

For much more on this topic, check out God Help Me! These People Are Driving Me Nuts! And if you need professional, one-on-one help navigating a difficult relationship, reach out to one of the Catholic counselors at CatholicCounselors.com.