A continuación, te explicamos cómo puedes incorporar la escucha activa para resolver con éxito los conflictos.

Active listening is key to resolving conflicts well. It means really paying attention to the other person without interrupting. Repeat back what they say to show you get it. Ask questions to make sure you understand their thoughts and feelings. Show you care about their emotions. Respond calmly when they finish talking. This helps build trust and find solutions together by making sure everyone feels heard and respected.

Hear and Understand: Focus on truly understanding the other person's perspective, not just waiting for your turn to speak. Validate Emotions: Acknowledge their feelings, even if you disagree with their viewpoint. This fosters trust and creates a safe space for open communication. Summarize & Clarify: Restate key points in your own words to ensure understanding and avoid misunderstandings. Ask Open-Ended Questions: Encourage them to elaborate on their feelings and concerns to gain a deeper understanding of the root cause of the conflict. Focus on "I" Statements: Express your own needs and concerns without blaming the other person

Para incorporar a escuta ativa na resolução de conflitos de forma bem-sucedida, utilizo a técnica "Escuta Empática Multissensorial." Esta abordagem vai além da simples audição, incorporando tecnologias de feedback visual e emocional para uma compreensão mais profunda. Durante conversas cruciais, utilizo ferramentas de videoconferência com reconhecimento de expressões faciais e análise de tom de voz para captar nuances emocionais. Paralelamente, integro dispositivos de biofeedback que monitoram indicadores de estresse em tempo real, ajudando a identificar momentos de tensão. Complemento essas tecnologias com a prática de técnicas de escuta reflexiva, onde repito e confirmo pontos-chave para garantir clareza e compreensão mútua.

The problem when it comes to conflict resolution in Western enterprises, is that we have been taught all our lives that there is a “right” and “wrong” approach to basically everything. Empathy, especially on the procedural level is a good first step to create a constructive atmosphere, but then, very often, the discussion is quickly focussing once again on who was right and who was wrong. In Japan, where personal merits (and mistakes) are seen as part of a team effort, the question who the culprit is, is considered less important. “This problem needs a solution, now, so let’s fix it.” This very practical approach is, in many ways, a highly empathic one, because it implies that we are all right (and wrong)–and that it really doesn’t matter.

Understanding a person means to get an idea what they want, fear, and hope, both on the rational and emotional level, which is not easy, given that our face can’t produce more than six or seven clearly recognizable expressions (Paul Ekman). That’s why it’s important to keep eye contact (eyes closing for the fraction of a second often hint to lies) and watch the general body reactions, too: every movement the speaker is performing away from you, is basically a closing up. Putting one leg over the other away from you, crossing the arms, leaning back, turning the upper body away from you; these are signals that show that the other person doesn’t follow your reasoning or doesn’t trust you fully. Use this knowledge to change course and convince.

Summing up what you have just heard is a very good response on the verbal level, but to signal attention on the non verbal level is equally important: nodding is probably the best way to show focus, listeners use it too rarely because they are afraid that the speaker could interpret it as “yes, you are right”; but it means and will be perceived simply as a “go ahead, I am listening”. You can add a “yes” or “hm”, once in a while (it’s technically verbal, but used like this really a non verbal element), and finally you can lean in the direction of the speaker whenever he or she touches important points, thus showing your capability to recognize emotional peak moments the speaker is going through.

Asking questions can provide insight into the other perspective and act as a channel towards common ground. Responding to what is being said with meaningful open-questions can enhance your understanding of the underlying causes of the conflict. It can also help the other person to understand your perspective by providing them with insight into how you are perceiving their point of view.