How can you use conflict resolution skills to become a better listener?

2 Acknowledge and validate emotions

Conflict can trigger strong emotions, such as anger, frustration, fear, or hurt, that can interfere with listening and communication. Emotions are not bad or wrong, but they need to be acknowledged and validated, both in yourself and in others. To acknowledge and validate emotions, you need to listen attentively and respectfully to how the other person feels, without trying to change, minimize, or invalidate their feelings. Express your own emotions honestly and calmly, without blaming, attacking, or accusing the other person. Use "I" statements, such as "I feel...", "I need...", or "I want...", to communicate your emotions and needs.

3 Focus on interests, not positions

When you are in a conflict, you may have a position, which is what you want or demand from the other person, and an interest, which is why you want or need it. For example, your position may be that you want to use a certain software for your live event, and your interest may be that you want to make the event more engaging and interactive. The other person may have a different position, but a similar interest. To focus on interests, not positions, you need to listen carefully and curiously to the underlying reasons, motivations, and goals of the other person, without arguing, defending, or criticizing their position. Try to find common ground and shared interests that can help you reach a mutually beneficial outcome.

4 Generate and evaluate options

Once you have identified the source of conflict, acknowledged and validated emotions, and focused on interests, not positions, you can start to generate and evaluate options for resolving the conflict. To generate and evaluate options, you need to listen creatively and collaboratively to the other person's ideas, suggestions, and preferences, without rejecting, dismissing, or imposing them. Brainstorm as many options as possible, without judging or evaluating them at first. Then, discuss the pros and cons of each option, and select the one that best meets the needs and interests of both parties.

5 Follow up and follow through

The last step to resolving a conflict is to follow up and follow through on the agreed-upon option. To follow up and follow through, you need to listen consistently and responsibly to the other person's feedback, concerns, and expectations, without ignoring, avoiding, or reneging on them. Confirm the details and deadlines of the option, and communicate any changes or challenges that may arise. Monitor the progress and results of the option, and celebrate the achievements and improvements that you have made together.

Listening is not only a skill, but also an attitude and a habit. By using conflict resolution skills, you can become a better listener and a more effective live event professional. You can also build trust, rapport, and respect with others, and enhance your personal and professional growth.