In my line of work, conflict is an every day occurrence. I am required to listen and resolve situations in a fair and compassionate manner. In my personal life I am more of a conflict avoider not out of fear but out of choice. If something matters to you then fight for it. If it doesn’t matter as much then choose to either walk away or find a resolution that will leave you satisfied.
The key to it all is listening with the intent to understand, not reply. Too often we listen to respond and simply wait for the other person to finish so we can speak. In that time you have not heard what the person was saying or tried to understand their perspective or feelings. Don’t give in to the urge to respond but rather listen intently and ask clarifying questions to truly understand the persons feelings. By clearing your mind of your own thoughts you open yourself up to perceive more than just the words being spoken. You become aware of tone, body language, eye movement, facial gestures and hand movements. All of these provide insight into the persons demeanour and adds context to what they are saying. You also become acutely aware of your own non-verbal signals and can readjust to provide full attention and receptiveness.
Another pitfall is thinking we need to have an immediate solution. You are not doing your job if you don’t solve the problem and send the person on their way. On the contrary, take the time to reflect on what you have just been told and seek guidance on what the next steps should be. Politely tell the person you have heard what they have said and need time to reflect before providing some guidance. The conflict arises when we don’t listen and jump to judgement without really understanding the dynamics of the situation or the impact your decision may have.
Allowing yourself time to reflect will remove any personal bias you may have with the people involved and allow you time to draw upon past experience or seek guidance from others. Conflict need not be an unpleasant state. It is a problem waiting for a solution, nothing more, nothing less. If personal feelings enter the equation then this is all the more reason to take time to allow emotions to subside and rationale thought to prevail.