Communication, Conflict, and Leadership

By Sara Carter

And

Kevin Elliott

Active Listening - F.E.A.R.S.

Focus

Empathize

Ask open-ended questions

Reframe

Summarize

F - FOCUS

Active listening requires your full attention

Essence of conflict resolution centers around the speaker feeling heard and understood

E - EMPATHIZE

Empathizing is the ability to put yourself in another’s situation and understand HOW THEY FEEL

Focuses on emotions of speakerNeed to identify and gauge intensity of the emotions

You don’t have to agree with the emotion but rather identify and understand how the speaker feels

A - ASK OPEN ENDED QUESTIONS

Provides the listener with more information than a close-ended “yes/no” question

Gathering information is crucial to managing conflict

R - Reframe

Uses quick sentences that acknowledge the emotions that you are feeling without attributing any judgment to the stated emotions

Illustrates that you are present and engaged in the dialogue

S - Summarize

Paraphrase what the speaker has said

Not simply mimicking their words, but rather internalizing the essence of what’s been said and giving it back to the speaker in your own words

What is Alternative Dispute Resolution ?

Alternative to judicial system (litigation)Includes three main variants

NegotiationMediationArbitration

AdvantagesFewer costsConfidentialityMore control over the people surrounding the process

How it Affects You

Mandatory Binding Arbitration ClausesYou must submit to binding arbitration, which takes away your right to use the judicial system

Cannot appeal these decisions

These are everywhereCredit card contracts

Phone contracts

Rental clauses

Car contracts

Interests Vs. Positions

Position Where you stand on the issue

InterestWHY that position is important

What underlying needs are motivating you

Most of an iceberg lies beneath the surface….