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Openness
Honesty
Dialogue
Conflict Resolution
Ability to Learn from the Opponent
THE LANGUAGE OF CONFLICT
Effective listening does not begin with listening but with the
listener clearing the decks and focusing his or her attention on
the person who is about to speak.
Stanley instead of just reading his book should have paid
attention to his boss.
Michael should rearrange his office environment which helps
employees to concentrate better.
SETTING THE STAGE FOR LISTENING
Step One: Let go of your own ideas, roles, and agendas and try
to understand what the other person is saying.
Step Two: Search behind the words for the other persons
meaning, especially if he or she disagrees with you.
Step Three: Respond respectfully and non-defensively,
acknowledging and addressing the other persons concerns first.
ACTIVE, EMPATHETIC AND RESPONSIVE
LISTENING