Active Listening Skills, Lesson 2. Objectives for Lesson 2. Apply active listening skills when dealing
with conflict, recognize conflict, and know when to intervene. Name the five approaches to conflict. When do you intervene? There will be times where conflict falls
into the realm of destructiveness, despite your best efforts to
maintain a harmonious workplace, and promote constructive conflict. You may witness the conflict, be
approached by someone with a grievance, or a dispute may be brought to your
attention by an uninvolved third party. In any case, you should always acknowledge
and make a record of the problem. It will be your decision whether and
when to intervene in a conflict, and this will depend on a number of factors
such as the severity of the conflict, the number of people involved, the level
of disruption, and the core issues. Lesser conflicts will sometimes
sort themselves out, or can be resolved with a little
outside perspective or input. More severe conflicts will need to
be addressed in a proper manner. So you need to ask yourself
the following questions. Is the workplace being disrupted? Is productivity being affected? Is a threat being imposed
to other employees? If the answer is yes to any of these,
you'll have to intervene. There are several different types of
intervention and responses to conflict. One of the questions you have to ask
yourself is how you approach conflict. What is your natural source or
natural state of behavior? So how do you approach conflict? Having made the decision to intervene
in a conflict, you need to be clear on how you will help the feuding
parties move towards a solution. There are five specific approaches that
are universally used to deal with and resolve conflict. Let's take a look at each style. Collaboration, which is
also known as win-win. Both parties worth together to
create a collaborative solution. The needs of both groups
are treated with equal importance. This approach helps build commitment and
reduce bad feelings, but it can take some time. Compromise, or win some-lose some. Both parties make some concessions
to avoid damaging power struggles or to quickly reach a solution. This approach can become manipulative and
create a cynical climate. Competition, I win-you lose. One party uses force or
coercion to reach a resolution. This approach is aggressive and
inflexible and can result in escalating conflict or
retaliation. Accommodation, lose-win. One party consents as
a gesture of goodwill and allows the other party to have his or
her way. This approach can be used if
the personal relationship is more important than
the issue to losing the party. The downside to accommodation is that
the yielding party can lose credibility. Avoidance, lose-lose. Either party avoids the issue. This strategy is used if
the issue is of low importance or if either party fears the risk of
damage to relationships or themselves. Feelings of frustration and resentment
can often result for this approach. When looking at the possible approaches,
it is best to take each option and decide on the circumstances that you know. Which approach will be
the best strategic tactic? Which will provide the best
long-term solution? Approaching conflict from this angle
allows you to manage the long-term effects and will build credibility over time. What's most important
is to set the stage for taking your desired approach at the right
time under the best conditions.