Guidelines to Effective Listening During a Conflict

Guidelines to Effective Listening During a Conflict

Employee Alignment and Education (Communicating with Internal Stakeholders)

Conflict

Clear Your Mind and Keep it Clear so that you can hear the other person. Don’t think about what you are going to say in response to what you are hearing.
Remain Neutral. Don’t agree or disagree, but do provide af organizationing nonverbal behavior demonstrating that you understand what is being said.
Listen Without Speaking. Don’t interrupt, except to clarify what has been said. If you don’t understand, it’s okay to ask for a restatement.
Allow for Silence. Don’t try and fill the silences. Sometimes silence is necessary for cooling off or collecting thoughts.
Save Your Story. Don’t start telling your own story while they are telling you theirs.
Clarify Your Understanding. Reflect the speaker’s basic ideas and feelings when s/he is finished speaking.

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Conflict Analysis: Recount a conflict situation in which you felt trampled over and disregarded. What could your counterpart have done for you to feel respected and understood? How would your working relationship have been different had your feelings and needs been respected? Also, recount a conflict situation in which you trampled over someone else, disregarding their needs and feelings. Given the slides you have reviewed, what could or should you have done differently? How would the outcome have differed?

Conflict management - The Thomas-Kilmann Conflict Mode Instrument (TKI) Online -

Develop a Conflict Management Strategy