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How can you use active listening to resolve conflicts in IT Operations?

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Conflicts are inevitable in IT Operations, where teams have to deal with complex systems, tight deadlines, and diverse stakeholders. However, conflicts can also be opportunities for learning, collaboration, and improvement, if handled effectively. One of the key skills for resolving conflicts in IT Operations is active listening, which means paying attention, showing interest, and responding appropriately to what others are saying. In this article, you will learn how to use active listening to resolve conflicts in IT Operations, and why it matters for your performance and relationships.

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Jeremy Schultz

Vice President of Engineering

1 What is active listening?

Active listening is a communication technique that involves listening attentively to the speaker, without interrupting, judging, or jumping to conclusions. Active listening also involves giving feedback, such as paraphrasing, summarizing, or asking questions, to show that you understand and care about what the speaker is saying. Active listening helps you to build rapport, trust, and empathy with the speaker, and to avoid misunderstandings and miscommunication.

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Ricardo Hernandez

Operations Manager | Restarting computers with 18 years of career experience | I learned how to follow long before I learned how to lead | MSIT | TS/SCI
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Active listening is about seeking to understand, rather than attempting to be understood. Absorb the information, don't just wait your turn to talk!

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2 Why is active listening important for IT Operations?

Active listening is a critical skill for IT Operations as it helps to address the technical, emotional, and interpersonal aspects of conflicts. Through active listening, you can identify the root cause of a problem, understand the perspectives, needs, and expectations of those involved in the conflict, clarify any assumptions, gaps, or ambiguities in the information or communication, generate ideas and solutions that are suitable for everyone, and reduce tension while increasing cooperation and respect.

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Ricardo Hernandez

Operations Manager | Restarting computers with 18 years of career experience | I learned how to follow long before I learned how to lead | MSIT | TS/SCI
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The IT field can be a complex and fast-paced environment to grasp and understand. Depending on specialty, it becomes even worse if two different crafts need to exchange information to accomplish their work. Active listening closes the gaps on miscommunication and lack of understanding if practiced properly.

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Nagaraj (Raj) Malkar

Cloud engineering | Devops | Architect | Passion for enterprise transformation | SMU Cox MBA
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Actively listen to understand instead of listening to respond. Active listening will help in gaining trust and empathy which are the pillars on which collaborative efforts solidify. Active listening can help in gaining perspectives of cross functional tram, support professionals and vendors engaged in troubleshooting efforts minimizing the resolution time and enhance corporation.

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3 How to practice active listening in IT Operations?

In order to practice active listening in IT Operations, it is important to prepare mentally and emotionally for the conversation. Avoid distractions, biases, or preconceptions, and be open-minded and respectful. Listen carefully to the speaker's words and tone, as well as their body language and emotions. Do not interrupt, argue, or impose your views; instead, focus on understanding their message and meaning. Give feedback using verbal and non-verbal cues such as nodding or smiling. Paraphrase, summarize, or ask questions to confirm or clarify what they said. Respond appropriately based on what you heard and understood; express your agreement, disagreement, or opinion respectfully and constructively. You can also offer suggestions, solutions, or alternatives collaboratively instead of unilaterally.

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Ricardo Hernandez

Operations Manager | Restarting computers with 18 years of career experience | I learned how to follow long before I learned how to lead | MSIT | TS/SCI
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I've found the L-A-R-A method to be a great technique for communication. 1.) Listen 2.) Affirm 3.) Respond 4.) Ask questions It's a good and easy to remember technique that builds on the pillars of effective communication and active listening.

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4 What are the benefits of active listening for IT Operations?

Active listening can be incredibly beneficial for IT Operations, such as improving the quality and efficiency of work, enhancing your reputation and credibility, strengthening relationships and teamwork, and boosting personal and professional growth. By actively listening, you can avoid errors, rework, or delays caused by poor communication or misunderstanding. You can also show your professionalism, competence, and reliability. Additionally, active listening can create a positive and supportive work environment where everyone feels valued, respected, and heard. Finally, it can help you learn new skills, knowledge, and perspectives while developing your emotional intelligence and conflict resolution abilities.

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Ricardo Hernandez

Operations Manager | Restarting computers with 18 years of career experience | I learned how to follow long before I learned how to lead | MSIT | TS/SCI
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The practice of active listening gives individuals the feeling of being heard and understood. By encouraging active listening within our organizations we build a culture of mutual respect and a healthy work environment that is conducive to the exchange of information.

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5 What are the challenges of active listening for IT Operations?

Active listening is not always easy or natural, especially in IT Operations, where you may encounter complex, technical, or ambiguous information. It's important to manage your emotions and handle difficult or sensitive situations with care. You may also face time constraints that limit your availability, flexibility, or responsiveness. To overcome these challenges, you need to practice and improve your active listening skills regularly and seek feedback and support from others. Furthermore, it's essential to recognize the value of active listening for IT Operations and make it a habit and a culture in your work.

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Jeremy Schultz

Vice President of Engineering
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One additional wrinkle here is when practicing active listening outside the team - with internal or external customers, perhaps. First, those individuals are likely to have not experienced that skill up close, so remember that this way of interacting may seem odd at first. Secondly, the concerns and motivations behind their words are coming from a very different place and context, so active listening itself becomes and even higher priority. Always start with what you heard and sent understand above all else. Once you have that as your baseline, even a conversation across the largest organizational divide can be navigated successfully.

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Ricardo Hernandez

Operations Manager | Restarting computers with 18 years of career experience | I learned how to follow long before I learned how to lead | MSIT | TS/SCI
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Aside from the technical complexity of the IT lingo, there may be external factors and distractions that could limit communication. Call centers and open work spaces are notorious for this. I've always made an effort to find a more secluded or private area to practice active listening in a conversation to the fullest extent.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you use active listening to resolve conflicts in IT Operations?

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3

4

5

6

1 What is active listening?

2 Why is active listening important for IT Operations?

3 How to practice active listening in IT Operations?

4 What are the benefits of active listening for IT Operations?

5 What are the challenges of active listening for IT Operations?

6 Here’s what else to consider

IT Operations

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How can you use active listening to resolve conflicts in IT Operations?

1

2

3

4

5

6

1 What is active listening?

2 Why is active listening important for IT Operations?

3 How to practice active listening in IT Operations?

4 What are the benefits of active listening for IT Operations?

5 What are the challenges of active listening for IT Operations?

6 Here’s what else to consider

IT Operations

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