How can you use active listening to resolve conflicts more effectively?

When conflicts arise between people, there has to be someone who will listen to both sides before jumping to a conclusion. While understanding that every person has a different perspective, actively listening to them without interruption (even if you agree/disagree) can be helpful. Ask open-minded questions by adjusting your views based on the specific situation to get new information that might help resolve the conflict. follow up to ensure the issue is resolved and to demonstrate your ongoing commitment to addressing their concerns. This can build trust among the team and they will approach you in the future if similar situations arise. Encourages a cooperative approach to finding mutually acceptable solutions.

Before jumping to conclusions, I focus on understanding the perspectives of all parties involved. This means listening without interrupting, acknowledging their feelings, and ensuring they feel heard. By prioritizing understanding, I can address the root causes of the conflict more effectively.

Asking open-ended questions helps clarify the issues and shows that I’m genuinely interested in finding a resolution. Questions like "Can you tell me more about what happened?" or "How did that make you feel?" encourage deeper discussion and uncover underlying concerns.

Neutrality might be attainable if you are mediating as an outside party. Otherwise, remaining neutral is an aspirational goal. If conflict has arisen and emotions run high, you are already biased. By default, you are not and cannot truly be neutral. Rather than neutrality, allowing yourself to suspend the urge to advocate for your stance, then genuinely listening and learning is the more realistic goal. One must be infinitely curious and shift to an outward mindset (thank you Arbinger Institute). Communication is 90% listening. Listening does not mean hearing. It means being able to explain the other party’s views in your own words to their satisfaction. Validation through listening is much more effective than an attempt at neutrality

Reflecting back what I’ve heard and seeking clarification helps ensure that I’ve accurately understood the issues. Phrases like "So what I’m hearing is..." or "It sounds like you’re saying..." help validate the speaker’s feelings and promote mutual understanding.

Based on the information gathered, I respond thoughtfully and constructively. I aim to address concerns directly and propose solutions that consider everyone’s needs. This approach helps build trust and demonstrates my commitment to resolving the conflict.

Once a resolution is reached, I focus on moving forward positively. This involves setting clear action steps, following up to ensure commitments are met, and reinforcing positive behaviors. Celebrating progress, no matter how small, helps solidify the resolution and prevent future conflicts.

It is important to foster a culture of ongoing communication and conflict resolution. Providing training on active listening and conflict management, encouraging regular check-ins, and promoting a collaborative environment can help prevent conflicts from arising in the first place.

Create a culture that focuses on meeting each others’ needs. Do not fall into the silo trap. Cross-communication and making life easier for others will head off conflict, create greater productivity, and minimize toxicity.