I think that one of the most important communication skills for managing conflict would have to be listening effectively. To me, this is one of the most important steps in conflict management. As a manager, if an employee comes to you with a conflict, it is important to listen, and if it involves two people, listening to both sides without judgement or automatically taking a side without hearing all necessary details. I really liked the effective strategies that the presentation mentioned such as accepting the conflict, listening effectively, managing your emotions, looking at what is and what isn’t your part, and just letting go. I think that these are all great, effective strategies for managing conflict. It was also good to know that conflict is perfectly normal. No matter what setting you are in, conflict will most likely at some point be a part of it. I think that one of my hot buttons would be assumptions. Which is funny, because I just mentioned that it is very important to LISTEN ACTIVELY without making assumptions. So, I think that if this is one of my hot buttons, if I am in management in the future, knowing that I wouldn’t want someone to pass judgement on me or assume things about me before listening to me. This will help me to keep my assumptions in check and to remember to get all facts as a manager before making assumptions. I really liked also how the presentation mentioned that just because you listen actively, does not mean that you agree. You can listen and still set your boundaries. There were some great key points made in this presentation that I will carry with me and keep in mind for future use.
Reference: Khawand, P. (2014, June 06). Effective Strategies to Manage Conflict at Work [Video File]. Retrieved May 25, 2017, from https://www.youtube.com/watch?v=p8_n-QGwh-E
Listening is so incredibly important when dealing with conflict. Assumptions and miscommunication can lead to greater conflict and also letting the conflict grow out of control. Listening is also a skill that can be practiced and worked on just like any other skill. I have had to work on my listening skills since becoming a supervisor, and I always try to rephrase the things my employees are telling me that is bothering them, so I know that I am understanding them correctly.
Agreed, listening is extremely important. For something that sounds so simple to do, many people struggle with actively listening. Conflict management is a serious topic, conflict can grow and become something much worse than just hurtful words. Miscommunication can definitely lead to a dangerous situation. I also feel that continued training on communication is key to success. I too will continue improve on my listening skills and not make assumptions. Getting all the facts, and making sure people feel like they are being heard. These are great tools!
I agree listening is such a great asset. If you don’t have effectively listening incorporated with communication there is going to be a break in the chain which then leads to ineffective patient cares. When this occurs this isn’t an option which then causes more issues for the patients and their families as well as the medical staff providing their cares. All around it becomes a vicious cycle but when effectively listening is on the table a break in the chain doesn’t become an option.
I also agree that the most important communication skill for managing conflict would be to listen effectively. If we don’t listen then we don’t even know the other person views on the subject and we can’t come to a resolution if all parties views and thoughts aren’t expressed. In the video, Lorraine Sega put great emphasis on listening. She stated that it is one of the most powerful tools to resolve conflict. “If you are listening effectively. The other person will feel heard. They are more likely to be open to your perspective and will be more willing to find solutions to problems” (Kwhawand, 2014). You have to listen in order to understand each and everyone’s perspective on the conflict. This is the only way you can come to a resolution, by fully understanding each and everyone’s views.
Reference:
Khawand, P. (2014, June 06). Effective Strategies to Manage Conflict at Work [Video File].
Retrieved May 25, 2017, from https://www.youtube.com/watch?v=p8_n-QGwh-E
You are absolutely correct when you stated that both side of the conflict need to be heard before passing judgement. As a supervisor, you learn personalities and it is hard not to assume. I have learned from this and try hard to not assume.