Active Listening in Conflict
Master the listening skills that are essential for understanding others and resolving disputes.
Active Listening Skills
Active listening is not simply being quiet while the other person talks. It is a deliberate practice of fully engaging with the speaker's message — both content and emotion.
Paraphrasing: Restate what you heard in your own words. 'So what you're saying is...' This confirms understanding and shows the speaker they were heard.
Reflecting emotions: Name the emotion you observe. 'It sounds like you're frustrated by the lack of communication.' This validates feelings and often prompts the speaker to share more.
Open-ended questions: Ask questions that cannot be answered with yes or no. 'What would a good outcome look like for you?' opens exploration. 'Do you want X?' closes it.
Summarizing: Periodically pull together what you've heard. 'Let me make sure I have this right...' Summaries prevent misunderstanding from compounding.