Communication Techniques for Handling Conflict
and change often produce unnecessary competition, contention and conflict.
Unresolved conflict causes stress, frustration, and lost work time.
1. Neutralizing: We neutralize to take the “sting” out of words; paraphrase what we hear: For example, if someone says: "I can’t stand the people at my work." An example of a neutralized statement: "So, you want to talk about improving your relationship with your co-workers?"
2. Active Listening: Involves responses that help to establish trust and give people the feeling that they’ve been heard and understood. It may include the following:
3. “I” Messages: Take responsibility for your own feelings, informs listener how you feel and the reason why. Suggest solutions. "You" place blame, judge, and assumes. When you blame someone else for your feelings they feel attacked and they go into the attack mode.
4. Giving Feedback: When you make non-critical observations about a person's behavior it indicates that you have been paying close attention and trying to understand. Feedback may help to bring feelings into the open and direct attention to problems.
To resolve conflict be more responsive and less judgmental. People are likely to respond to a judgmental person by becoming less spontaneous and more defensive. Avoid words such as "right," "wrong," "good," "bad," or their equivalents. Don't make moralistic statements ("ought" and "should").
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