Resolving Conflicts
STEP 5. Listen actively and with empathy
There is, perhaps, no greater recognition that one person can pay to another than to listen to them.
Active listening entails:
- looking directly at the person
- making eye-to-eye contact
- nodding occasionally (to indicate comprehension and
- sitting quietly
- speaking only for clarification
- summarizing their key points (to demonstrate
As a person tells their story and perceives they are being heard, tension tends to decrease and real dialogue begins. Sometimes just the act of being heard is all that is necessary to defuse a conflict.
One way to improve your listening skills is to watch a good listener and begin to notice their actions. Then begin practicing what you have learned.
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