Conflict managenent essentials

The key to conflict management is to learn how to listen. Listening means actively hearing what the other person actually says. Listening also means allowing the other person to finish what they are saying before attempting to interrupt. Using active listening skills will help to ensure that the person who is communicating with you recognises that you have taken notice of them. Active listening includes paraphrasing and empathy. Paraphrasing includes repeating part or all of a conversation so the other person recognises that you have listened to them. Repeating part or all of a conversation may also allow the listener to gain a greater understanding or clarification from the other person. Empathy is a skill that should not be overlooked. By allowing yourself to look through their eyes may help you gain an understanding or look at something in a different way.

It is important to remember that it is everyone’s responsibility to ensure that effective communcation has taken place- that is ensuring that the message is sent and the right meaning is understood. It should be remebered as follows:

Sender thinks- Sender encodes- Sender sends- listener listens- listener decodes message- sender and listener clarifies that the message is understood

By using this simple but effective method, conflcit should be kept to a minimum when it comes to misunderstandings


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