Managing Conflict & Improving Communication

Conflict is an inevitable part of any organization. One way to improve outcomes is to employ active listening. In the following activities, you will explore how this can be accomplished.

Part 1: View Julian Treasure's Ted Talk "5 Ways to Listen Better".

• What does the talk have to say about the status of listening in our society?
• Why is active listening important in both our professional and personal lives?
• What are 5 tips discussed in the talk and how will they help you improve your conscious listening?

Part 2: Review the attached UC Berkeley's Greater Good Science Center's Practice Guide for Active Listening. After reading it, take time to find a place where you can talk with a conversation partner (colleague or friend/family member) without interruption or distraction. Invite this person to share what's on their mind. As they speak, try to follow the 7 steps outlined in the article (paraphrase, ask questions, express empathy, use engaged body language, avoid judgment, avoid giving advice, take turns). You don't need to cover every step, but the more you cover, the more effective this practice is likely to be. /content/enforced/12268-PracticeCourseofProf.SPT/practice_active_listening-3.pdf

• Describe the intentional steps you took and how the conversation went.
• How was it different from other conversations you may have had where you did not use the techniques?
• Which step(s) would you say you have used the most and least in the past?
• Which steps do you think were most helpful?
• How will you use active listening in the future in your professional life?

Adapted from the University of California-Berkeley's Greater Good Science Center. (2021)Practice guide for active listening.