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What are some ways to improve your listening skills in conflict resolution?

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Conflict resolution is a vital skill for landscape architects, who often have to deal with diverse and sometimes conflicting interests from clients, contractors, stakeholders, and the public. However, resolving conflicts effectively requires more than just technical knowledge and creativity. It also requires listening skills, which can help you understand the perspectives, needs, and emotions of others, and communicate your own in a respectful and constructive way. In this article, we will explore some ways to improve your listening skills in conflict resolution.

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Walt Monegan

Retired Commissioner of Alaska's Department of Public Safety

1 Define the problem

The first step to improve your listening skills in conflict resolution is to define the problem clearly and objectively. This means avoiding assumptions, judgments, and blame, and focusing on the facts and the desired outcomes. By defining the problem, you can avoid misunderstandings, clarify expectations, and set the tone for a positive and collaborative dialogue. You can also ask open-ended questions to elicit more information and feedback from the other parties, and paraphrase what they say to check your understanding.

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Michelli Anchieta Taborda

Comunica??o Corporativa | Gest?o de Crise | Relacionamento com a Mídia | Reputa??o de Marca
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- Aten??o: focar na pessoa que está falando demonstra interesse genuíno pela conversa. - Escuta ativa: demonstrar que está ouvindo (por meio de gestos, contato visual ou pequenos comentários) é fundamental para que o outro se sinta confortável. - Sem interrup??es: aguardar a pessoa terminar de falar antes de responder ajuda a diminuir a tens?o. - Perguntas claras: é crucial que se fa?a perguntas abertas a fim de entender a perspectiva da outra pessoa. - Controle das emo??es: manter a calma durante a conversa pode ajudar a evitar mal-entendidos e a manter a discuss?o construtiva. - Empatia: colocar-se no lugar da outra pessoa para entender suas emo??es ajuda a criar uma conex?o emocional e a resolver o conflito de maneira mais eficaz.

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2 Listen actively

The second step to improve your listening skills in conflict resolution is to listen actively and attentively to what the other parties are saying. This means paying attention to both the verbal and non-verbal cues, such as tone, body language, and facial expressions. It also means showing interest, empathy, and respect, by using eye contact, nodding, and acknowledging their feelings and views. By listening actively, you can demonstrate that you care about the issue and the relationship, and that you are willing to learn from and cooperate with the other parties.

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Walt Monegan

Retired Commissioner of Alaska's Department of Public Safety
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Also in trying to listen actively, be aware that many of us have a tendency to mirror what we encounter; though sometimes that is good, but reflecting anger and escalation in a conflict encounter is something that needs to be avoided. Remember that the only thing any of us can ever control is ourselves. To be effective in conflict resolution strategies already mentioned requires that you to remain calm; other tactics in the face of someone loud and threatening is to continue to respond in quieter voice, being mindful of your own posture and facial expressions. Reacting as such will show you are not being drawn into the fray, while responding in a progressively quieter tone may even force an aggressor to decelerate their own volume.

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Joan De Klerk

Independent Gender Specialist / Member of the Society of Gender Professionals
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Couldn’t agree more. Listening should always be attentively. One cannot mediate effectively is not listening with an unbiased view, having eye contact, nodding and showing a demeanour that is paying close attention. In mediation empathy is imperative to ensure that both parties treated equally in trying to resolve the issue.

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3 Avoid interruptions

The third step to improve your listening skills in conflict resolution is to avoid interruptions and distractions while the other parties are speaking. This means refraining from interjecting, arguing, or criticizing, and keeping your phone, laptop, or other devices away. It also means respecting the other parties' right to speak and express themselves, and giving them enough time and space to do so. By avoiding interruptions, you can show that you value and respect the other parties' opinions and contributions, and that you are open to different perspectives and solutions.

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Arpan Bhakta

Head of Product | Director of Product | D2C, B2C, & B2B Web Experiences | Content Management Platforms | CMS | SEO | SaaS
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Avoiding interruptions is challenging for a lot of people. Often times it's a result of having limited time (30 or 45 minutes) in a meeting to get your perspective heard. - It may require you to get a buzzworthy bullet point in as a placeholder in order to follow-up offline or stimulate further dialogue during the meeting itself. - Being prepared ahead of the conversation mentally like a chess game often times is the key to having your voice heard in a timely manner and without interruption. - As one grows in their career, there's a natural tendency to drive more conversations and that can lead to interrupting more :-) - So it becomes progressively imperative that you allow time and space in the meeting to let others speak and LISTEN too.

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4 Reflect and summarize

The fourth step to improve your listening skills in conflict resolution is to reflect and summarize what you have heard from the other parties. This means repeating back the main points, issues, and concerns that they have raised, and asking for confirmation or clarification if needed. It also means acknowledging the areas of agreement and disagreement, and highlighting the common goals and interests that you share. By reflecting and summarizing, you can ensure that you have understood the other parties correctly, and that you have addressed the key aspects of the problem.

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5 Respond appropriately

The fifth step to improve your listening skills in conflict resolution is to respond appropriately to what the other parties have said. This means expressing your own thoughts, feelings, and needs in a clear, concise, and respectful way, using "I" statements and avoiding accusatory or inflammatory language. It also means offering constructive feedback, suggestions, and alternatives, and inviting the other parties to do the same. By responding appropriately, you can communicate your position and interests effectively, and show that you are willing to compromise and collaborate.

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6 Follow up

The sixth and final step to improve your listening skills in conflict resolution is to follow up on the outcome of the dialogue. This means confirming the agreement or action plan that you have reached with the other parties, and documenting it in writing if necessary. It also means thanking the other parties for their participation and cooperation, and providing them with updates and feedback on the progress and results. By following up, you can reinforce the trust and rapport that you have built with the other parties, and ensure that the conflict is resolved satisfactorily and sustainably.

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7 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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What are some ways to improve your listening skills in conflict resolution?

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2

3

4

5

6

7

1 Define the problem

2 Listen actively

3 Avoid interruptions

4 Reflect and summarize

5 Respond appropriately

6 Follow up

7 Here’s what else to consider

Landscape Architecture

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What are some ways to improve your listening skills in conflict resolution?

1

2

3

4

5

6

7

1 Define the problem

2 Listen actively

3 Avoid interruptions

4 Reflect and summarize

5 Respond appropriately

6 Follow up

7 Here’s what else to consider

Landscape Architecture

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