![]() Focus on and clarify your issues, feelings, or opinions. Use “I” messages to express your concerns in a non-confrontational way.Refer to Listening Effectively for tips on how to listen well. Ask open ended questions to gather information. Do not listen only to hear what you expect the other person to say or to confirm your viewpoint. Listening is hard when emotions are high. Do you have enough time to listen? Is the setting appropriate? Make good eye contact and keep your facial and body expressions in check. Ask yourself, “What is the underlying reason or the ‘why’ behind what I want?” Refer to Focus on Interests (Needs), Not Positions (Wants) for more information. Take the time to understand and be clear about what your real concerns. You should address difficult issues after you have had time to organize your thoughts. Refer to Understanding Conflict Handling Styles to discover the advantages and disadvantages for each style. By responding appropriately to a conflict situation, you take responsibility for your actions. While you often do not have control of many situations, you can choose how to respond to others to help reduce work conflict and stress. Most people remember how you respond to a situation rather than what happened. Consciously decide how to respond to a conflict situation.Is it based on a bad experience or a past interaction that may be influencing the current situation? Is it based on something you have no control over? Take the time to deescalate before moving forward. ![]() Acknowledge your emotion and then determine its source. Realize that emotions are part of the workplace and that negative emotions can fuel the conflict. ![]()
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