The communication skill I feel is most useful in managing conflict in the workplace is listening. However, it is, unfortunately, the least efficient skill utilized and the most frequently used communication skill. Further, listening is not a trait but rather a skill that needs constant practice to become proficient. Listening is the first of three skills used to alleviate conflict resolution. It is important to forgive, you don’t have to agree, but it sets boundaries, let go of resentments and own our mistakes and inadequacies. Effective listening is key to therapeutic communication, we all have the need to be heard. Respectable listening skills not only minimizes misunderstandings but can also contribute to effective communication. By practicing active listening, one can start the process to alleviate a conflict whether, at work, home or elsewhere- the key is listening.
One of my hot buttons would be laziness! I have had a challenging time dealing with people who do not want to work and expect a paycheck just for being present. Over the years, I also have had to deal with coworkers who were on power trips and very manipulating. I have learned just to let it pass and try to accept what I have no control over. After listening to the video file, I will use the management techniques suggested to make an extra effort to make eye contact and listen. From past experiences I have found it is always best to confront the one whom you have an issue with. You don’t have to yell or agree, but just listen and with any luck, the situation will diffuse. The earlier you can discuss your frustrations, the less angry and resentment you will have. Step back, take some deep breaths, approach with a smile and a positive attitude, use nonverbals such as body language in a non-threating way. Try not to be self-justifying, listen with an open mind to the opposing point of view, you never know what battles they may be fighting. I find it very helpful to manage your emotions by accepting the person for whom they are. I believe that identifying annoyances and dealing with them early is helpful and beneficial in resolving conflict in your working environment.
References
Khawand, P. (2014, June 06). Effective strategies to manage conflict at work. [Video file]. Retrieved from https://www.youtube.com/watch?v=p8_n-QGwh-E
Upon starting my new job at Olathe, all new employees (Every single person in the hospital, not just nurses) were required to take a communications class. In this class we had to learn about effective ways to diffuse situations and how to effectively communicate with patients, families, doctors, ect. who were angry. Listening played such a big role in this class. It was the main topic. It taught you how to be a better listener and how to appropriately respond to people who were angry. This class really showed me how to think before reacting. It sounds to me like you are very good at this skill. It can be extremely challenging to work with people who are there just for money and it doesn’t seem like their heart is in it. My heart breaks for those people because I can’t imagine doing something I don’t feel or have a passion for. It sounds to me like you are exactly in the career you need to be! Great post!
Honestly, I do not know why some good communication/conflict management courses can be added to the curriculum for all college students. I think we can all use these skills yet, I have yet to see it required for course work. Most of us end up taking some course at work, but really it should start maybe even in high school!
I also feel that listening is the most important communication skill. I hate when I am having a discussion with someone and I can tell that they are not listening but just preparing their comeback. This makes me feel that you are not even concerned with what I have to say but are only focused on getting your point across, and the conversation is over before it even starts. When you attentively listen to a person they appreciate this even if after all is said you don’t agree with what they have said.