How to Resolve Conflict Through Communication
Disagreement is a natural occurrence in life—we all have different opinions, ways of doing things, personalities, and communication styles. However, if one or more of the persons involved don’t communicate openly, or let emotions take over, a disagreement can easily turn into conflict.
Here are some suggestions for resolving conflicts in a respectful and productive way:
- Acknowledge the points the other person has made with which you agree; if you don’t agree, acknowledge you’ve heard their point of view. Simply knowing their viewpoint has been heard can go a long way in diffusing conflict. It is also helpful to reiterate in your own words what they said, which not only gives them an opportunity to elaborate on a point, but also to correct any misinterpretations.
- When you speak, it is best to keep what you say to your own point of view rather than telling someone how they feel, think, or act. Those are your interpretations of what you experience. Frame your point in a way that lets them know you are only speaking from what you see and feel, which allows them the opportunity to clarify the same situation from their point of view. It is also a chance for them to clear up any misunderstanding.
Look at the subtle but meaningful differences in these examples:
“You make me feel unappreciated all the time.” vs. “I feel unappreciated when I hear you say _____.”
“Can’t you see I was trying to help you?!” vs. “My intention was to help you. I understand now that is not how you experienced it.”
In both examples, the first response places blame on the other person, whereas the second response communicates your experience in the situation. Which would you rather hear said to you? Blame puts the other person immediately on the defensive and they will in turn block out anything you say, or worse, interpret any further messages as attacks.
- Be aware of extreme or emotion-full words (also known as nominalizations). Using words like “every time,” “never,” and “always” may result in the other person going on the offensive to prove you incorrect, thereby allowing them to ignore the point of your message. Also, take care that any emotion-full or more vivid forms of a word are true (e.g., sad versus devastated); if you’re exaggerating for emphasis, your message may lose credibility. Emotional language may trigger the other person to react on your emotion rather than on your message.
- Allow the possibility that people can surprise you. We all have the ability to learn, grow, evolve, and change. The longer or more closely you know someone, the harder it is not to jump to conclusions based on past experiences. As Eckhart Tolle said, “The moment you put a mental label on another human being, you can no longer truly relate to that person.” Although you can take note of someone’s patterns, try not to let your awareness keep you from having an open mind.