Communication Skills

Principle: Effective communication is one of the keys to resolving conflicts.

Promise: Expanding and improving your communication skills can prevent misunderstandings and reduce conflict severity.

Playbook:

1. Practice Active Listening: Engage fully with the speaker, maintain eye contact, and listen before planning your response. This ensures that all parties feel heard and understood, which is fundamental in resolving conflicts.
2. Maintain Open Body Language: Use non-threatening body language to foster an environment that is safe, open, and encourages dialogue. Some tips include not crossing your arms, maintaining an open posture, and nodding to show understanding.
3. Use “I” Statements: Communicate your feelings and thoughts without blaming the other person. For example, say “I feel upset when…” instead of “You make me upset because…” This helps in expressing yourself without escalating tensions.
4. Clarify Meanings: Always confirm your understanding of what the other person has said and ask for clarification to avoid misinterpretations that could lead to further conflict.
5. Provide Feedback Constructively: When giving feedback, focus on the action rather than the person. Use specific, actionable language, and highlight positive behaviors as well as areas for improvement.

Prompt: During your next interaction, consciously apply at least two of the playbook strategies. After the interaction, reflect on how these techniques affected the communication. Did they help clarify misunderstandings or ease tensions?