Conflict resolution skills are vital for healthy communication. Especially when dealing with difficult people. Just because someone else can’t effectively communicate, it doesn’t mean nothing can be done. Great communicators have conflict resolution skills on hand to overcome objections, anger, or aggression.
Here are some common conflict resolution skills
Active listening- Great communicators listen well. Active listening is an excellent conflict resolution skill because it incorporates a wide variety of communication. When someone is being difficult, they often don’t realize what they are saying. Active listening includes repeating back what is being said to make sure the speaker feels understood. When people feel understood they are less defensive and easier to communicate with. Additionally, active listening included non-verbal cues that build rapport. Looking someone in the eye, nodding in agreement or understanding, uttering supportive comments like “I understand, yes, or mmm hmmm, all reinforce cooperation.
Reserving judgement- People can come across poorly when they aren’t good communicators. Reserving judgement is a conflict resolution skill that helps keep the possibilities open while people communicate. Jumping to a conclusion too soon can shut down communication whereas withholding judgement can help people stay curious and ask clarifying questions. This can lead to people feeling heard and understood which can help.
Stay calm- Remaining calm when things get tense is an important conflict resolution skill. Being able to hold your temper and your tongue will help keep things from going off the deep end with a difficult person. Just because someone else is heated, it doesn’t mean you have to be. Use deep breathing and stay grounded no matter how hostile someone becomes. If things get out of hand, end the conversation.
Use respect at all times- Being respectful and modeling back an even demeanor helps people feel safe and heard. Being respectful of someone’s opinion, feelings, and stand on matters can help them feel confident about what they are saying. You don’t have to agree with them in order to be respectful. Your respect can be offered in how you respond to them, how well you listen, and provide empathy.
Dealing with difficult people is inevitable. It’s good to be prepared with solid conflict resolution skills that deflect hostility and encourage healthier communication. You can’t control the health of the people you engage, but you can control how you engage with them. These conflict resolution skills will help you direct the communication is positive ways and make you a healthier and more effective communicator.
