Here's how you can use active listening skills to resolve conflicts in a business services team.

1 Understand Empathy

Empathy is the first step towards active listening in conflict resolution. It requires you to put yourself in the shoes of your team members and understand their perspectives. By acknowledging their feelings and viewpoints without judgment, you create a safe space for open communication. This doesn't mean you have to agree with them, but showing empathy can help deescalate emotions and lead to a more rational discussion about the issues at hand.

2 Practice Patience

Patience is a virtue, especially when resolving conflicts. Rushing to conclusions or interrupting can escalate tensions. Instead, take a moment to breathe and allow your colleague to express themselves fully before you respond. This demonstrates respect for their opinion and can help you understand the root of the issue better. Remember, sometimes the best solution emerges from simply giving someone the time to talk without feeling pressured.

3 Clarify Issues

When a conflict arises, it's essential to clarify the issues involved. Ask open-ended questions to gather more information and encourage your team members to elaborate on their points. This not only shows that you are actively listening but also helps to ensure that everyone is on the same page. Misunderstandings are often at the heart of conflicts, and by clarifying, you can address the actual problem rather than the symptoms.

4 Offer Feedback

Once you've listened and understood the other person's perspective, it's important to offer constructive feedback. This doesn't mean simply agreeing or disagreeing but rather providing insights that can help move the conversation forward. Summarize what you've heard to confirm your understanding and suggest possible solutions that acknowledge both sides. This collaborative approach can help build trust and lead to effective conflict resolution.

5 Seek Common Ground

Finding common ground is critical in resolving conflicts. Look for shared goals or values that can help unite the team and shift the focus from individual grievances to collective progress. When team members realize they are working towards the same objectives, it becomes easier to compromise and collaborate on finding a resolution that everyone can support.

6 Implement Solutions

After discussing the problem and exploring possible solutions, it's time to decide on a course of action. Ensure that the solution is agreed upon by all parties involved and that it addresses the concerns raised during the conversation. Implementing the solution requires commitment from everyone, so make sure there's a clear plan of action, responsibilities are assigned, and there's a follow-up to assess the effectiveness of the resolution.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?