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What are the best strategies to avoid escalation and defensiveness in a conflict situation?

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How to overcome communication barriers in conflict situations

Conflict is inevitable in any workplace, but it can also be a source of learning and growth if handled well. However, communication barriers can make conflict resolution more difficult and stressful, leading to escalation and defensiveness. In this article, you will learn some of the best strategies to avoid these pitfalls and communicate effectively in a conflict situation.

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Sheila Roberts

1 Identify the communication barriers

Communication barriers are anything that prevents or distorts the exchange of information and feelings between people. They can be physical, such as noise or distance, or psychological, such as emotions, biases, or assumptions. To overcome communication barriers, you need to first identify them and understand how they affect your perception and expression. For example, are you feeling angry, anxious, or frustrated? Are you making judgments or generalizations about the other person? Are you listening attentively or interrupting them?

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2 Use active listening skills

Active listening is a key skill for effective communication, especially in conflict situations. It involves paying attention to what the other person is saying, showing interest and empathy, and asking questions to clarify and confirm your understanding. Active listening can help you avoid misunderstandings, build rapport, and show respect. It can also help you identify the underlying needs and interests of the other person, which can help you find common ground and solutions. To practice active listening, you need to avoid distractions, maintain eye contact, use nonverbal cues, and paraphrase or summarize what you heard.

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Sheila Roberts
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I learnt active listening skills when I did a counselling course as an ITU nurse and it has proven incredibly helpful ever since. I would suggest that this single skill which can be developed could avoid more than half the potential conflicts from erupting. The growth mindset which is promoted by the Purposeful Mindset element of the Business Resilience Framework would support active listening as an approach which could be mastered.

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3 Choose your words carefully

The words you use in a conflict situation can have a significant impact on the outcome. They can either calm or inflame the situation, depending on how you convey your message. To avoid escalation and defensiveness, you need to choose your words carefully and use positive and constructive language. For example, you can use "I" statements to express your feelings and opinions, rather than blaming or accusing the other person. You can also use open-ended questions to invite dialogue and feedback, rather than closed-ended questions that imply criticism or judgment. You can also use words that acknowledge the other person's perspective and feelings, such as "I understand", "I appreciate", or "I respect".

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Sheila Roberts
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The Capability and Skills element of the Business Resilience Framework PACE Culture will help to develop the capabilities needed to avoid inflammatory language and how to use positive, constructive approaches, even when feeling frustrated.

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4 Manage your emotions

Emotions are natural and inevitable in conflict situations, but they can also interfere with your communication and decision-making. If you let your emotions take over, you may say or do things that you regret later, or that worsen the situation. To manage your emotions, you need to be aware of them and how they affect your behavior. You also need to find healthy ways to cope with them, such as taking a deep breath, counting to ten, or taking a break. You can also use positive affirmations, such as "I can handle this", "This is not personal", or "This is an opportunity to learn".

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Sheila Roberts
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The Purposeful Mindset element of the PACE Culture is very helpful here. If everyone understands the purpose of what they are doing and how they are contributing conflict is less likely to erupt.

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5 Seek feedback and solutions

The ultimate goal of communication in a conflict situation is to find a resolution that satisfies both parties. To achieve this, you need to seek feedback and solutions from the other person, rather than imposing your own. You can do this by asking for their opinions, suggestions, or preferences, and by listening to them with an open mind. You can also use brainstorming, negotiation, or compromise techniques to generate and evaluate possible solutions. You can also use positive reinforcement, such as praise, appreciation, or recognition, to encourage cooperation and agreement.

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What are the best strategies to avoid escalation and defensiveness in a conflict situation?

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3

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5

1 Identify the communication barriers

2 Use active listening skills

3 Choose your words carefully

4 Manage your emotions

5 Seek feedback and solutions

Executive Management

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What are the best strategies to avoid escalation and defensiveness in a conflict situation?

1

2

3

4

5

1 Identify the communication barriers

2 Use active listening skills

3 Choose your words carefully

4 Manage your emotions

5 Seek feedback and solutions

Executive Management

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