Managing conflict effectively – Part 2

Enhancing your personal communication skills can assist you in dealing with dissent. Outlined below are three steps toward a positive approach to conflict:

1. Own your feelings
Acknowledge to yourself and the other person that the problem you have encountered is essential to you, even if it is unimportant to the other person. Communicate your feelings at the right time and place, in an appropriate manner, and to the right person.

2. Listen
Avoid interrupting the other person while they are talking. Listen to them and try to determine what they are saying. What they said and what you interpreted might be two different things. Clarify what you heard.

3. Talk
Identify the word that truly expresses how you feel regarding the incident. Express your point of view in ‘I’ messages rather than ‘you’ ones. When communicating your opinions and thoughts, taking ownership of your views and perceptions can diminish resistance.