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How can you listen effectively during conflict resolution?

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Conflict resolution is a vital skill for plant operators, who often work in teams and face stressful situations. However, resolving conflicts effectively requires more than just talking; it also requires listening. Listening is not just hearing what the other person says, but also understanding their perspective, emotions, and needs. In this article, you will learn how to listen effectively during conflict resolution and improve your communication and collaboration skills.

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1 Why listen?

Listening is not only a sign of respect and empathy, but also a way to gain insight and information. By listening, you can learn more about the root causes of the conflict, the interests and goals of the other party, and the possible solutions that can satisfy both sides. Listening can also help you avoid misunderstandings, reduce tension, and build trust and rapport.

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2 How to listen?

To effectively listen during conflict resolution, it is important to hone both verbal and nonverbal skills. Show that you are focused and interested by maintaining eye contact, nodding, and using appropriate facial expressions and gestures. Additionally, paraphrase what the other person says to check your understanding and show that you are following along. Open-ended questions can also help to elicit more details, examples, or explanations. Furthermore, recap the main points and issues that have been discussed and identify the areas of agreement and disagreement. Lastly, express your appreciation and recognition for the other person's views, feelings, and efforts. By following these tips, you will be able to improve your listening skills during conflict resolution.

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Flora Cabean
(已编辑)
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Not only be aware of your own non-verbal communications but listen with both ears and both eyes. Pay attention to the other person’s body language and physical cues. Are they uncomfortable, distressed, agitated or otherwise triggered by something you say or do? What are they doing with their hands? Eyes? Has their breathing changed? Touching their face? Shifting their weight? These are often things the other person doesn’t know how to or is not comfortable articulating. If you notice a reaction, it’s an opportunity to explore, but very carefully, in a thoughtful and respectful manner. Acknowledge and ask a question about the reaction. Don’t assume. But make the most of the opportunity to learn.

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3 What to avoid?

Listening effectively during conflict resolution requires avoiding certain pitfalls that can hinder the process and damage the relationship. Interrupting, judging, advising, defending, and pretending should all be avoided when listening. Don't cut off the other person or finish their sentences; keep an open mind and don't criticize, blame, or dismiss their opinions; don't offer unsolicited advice; focus on the issue rather than the person; and be honest about your attention, interest, and understanding. This will help create a safe space for both parties to express themselves and explore options together.

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Ryan Dunlap

Chief Conflict Officer at Conflictish | Coach | Keynote Speaker | Conflict Strategist
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One of the biggest things to avoid when listening is adopting selective listening habits. This usually happens the moment we recognize that we don't agree with what someone is saying. We shut down curiosity and become dismissive. We shut down curiosity because we may feel threatened by an opposing viewpoint, or we feel that listening to something we don't agree with is akin to cosigning it. To avoid this, we have to work on listening for acceptance, not agreement. That is to say, we accept someone else's position while acknowledging that we don't have to agree. And there's another benefit to doing this. Making ourselves available to listen allows us to gain deeper understanding and ultimately, form better counter-arguments.

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4 How to respond?

Listening effectively during conflict resolution is not just a passive or one-way process; it also requires appropriate and constructive responses. You should share your own views, feelings, and needs in a clear, respectful, and assertive manner, using "I" statements to avoid blaming or generalizing. Additionally, it's important to validate the other person's views, feelings, and needs, even if you don't agree with them. Showing empathy by using statements like "I can see why you feel that way..." or "That must have been hard for you..." is key. Finally, collaborate to find a solution that meets both parties' needs and interests. Brainstorm ideas, evaluate pros and cons, and negotiate trade-offs while using cooperative language to demonstrate your willingness and commitment. For example, you could say "How can we make this work for both of us?" or "What can we do to resolve this issue?"

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5 How to practice?

Improving your listening skills during conflict resolution is something that can be done with practice and feedback. To practice, look for opportunities to listen to different perspectives, opinions, and experiences. Ask someone you trust to observe your listening skills and give you constructive feedback. After a conflict resolution session, reflect on your performance and identify your strengths and weaknesses. This way, you can continue to learn and grow as a listener.

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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 listen effectively during conflict resolution?

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1 Why listen?

2 How to listen?

3 What to avoid?

4 How to respond?

5 How to practice?

6 Here’s what else to consider

Plant Operations

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How can you listen effectively during conflict resolution?

1

2

3

4

5

6

1 Why listen?

2 How to listen?

3 What to avoid?

4 How to respond?

5 How to practice?

6 Here’s what else to consider

Plant Operations

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