The Constance Group > Blog > Active Listening > Active Listening: Your Secret Weapon with Conflicts
23 Sep
Posted by: Brian Parsley
Category: Active Listening, Business, Conflicts
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Active Listening: Your Secret Weapon with Conflicts

Active Listening: Your Secret Weapon with Conflicts

Conflict is something we all deal with on a daily basis. You know and I know we will never eliminate conflict, but it’s important to mitigate the negative impact they could have with your relationships.

So when you find yourself in these moments, it’s easy to feel overwhelmed and defensive. This is “ego” but it’s not necessarily a bad thing. Your “ego” is there to protect you, but if you don’t recognize it happening to you it can really put a strain on your relationships.

But what if I told you there’s a fast strategy at your disposal that can turn these conflicts around?

It’s something you already know how to do, but might not be using to its full potential: active listening.

Active listening is something we’ve all heard about. But in the heat of the moment, when someone is upset, it’s often the first thing we forget to do. So consider this more of a friendly reminder of just how powerful this skill can be in resolving any conflict.

Consider for a moment how you would define active listening? Everyone may have a different meaning associated with it, but it’s more than just hearing the words someone is saying. It’s about fully concentrating on the other person, understanding their message, and responding thoughtfully. When it comes to conflicts, this approach can work wonders.

Here’s why active listening is so effective:

  1. It shows respect: When you truly listen to someone, you’re showing them that their concerns matter. This alone can often diffuse tension. Your Mom taught you that one.
  2. It uncovers the real issue: Sometimes, what customers say they’re upset about isn’t the real problem. Active listening helps you get to the root cause by responding with questions of curiosity.
  3. It prevents misunderstandings: By fully understanding the other person’s perspective, you’re less likely to make assumptions that could worsen the situation.
  4. It builds trust: When customers feel heard, they’re more likely to trust that you’ll work to resolve their issue.

Now, let’s talk about how to put active listening into practice:

  1. Give your full attention: Put away distractions (like your phone and putting it on vibrate doesn’t count) and focus entirely on the customer.
  2. Use verbal and non-verbal cues: Nod, maintain eye contact (if in person), and use phrases like “That makes sense” or “I understand” to show you’re engaged.
  3. Paraphrase and clarify: Repeat back what you’ve heard in your own words to ensure you’ve understood correctly. This builds rapport which is huge in the Human Factor™
  4. Ask open-ended questions: This encourages the customer to share more information and shows you’re interested in fully understanding their situation.
  5. Avoid interrupting: Let the customer finish their thoughts before you respond.
  6. Acknowledge emotions: Recognize and validate the customer’s feelings, even if you disagree with their perspective.

It’s important to remember, the goal isn’t to agree with everything the other person says. It’s about understanding their point of view and showing them empathy.

When you’re active listening, you’re not just resolving conflicts – you’re turning potentially negative experiences into opportunities to strengthen customer relationships. And in today’s competitive business landscape, that’s a superpower worth having.

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