Topic

=Empathetic Listening for Conflict Resolution Training=

This is our current topic we have chosen as a team to create an instructional design training on. Feel free to post on our discussion page any relevant links and articles that may help us fully understand this topic, as this may be a new subject for a few of us.

This was posted by Ann Bumbak to help explain the topic.
Empathetic listening is the art of carefully understanding another person's view before entering in to a more thorough discussion.
 * || [|abumbak]

For example, if John is angry and confrontational, we first want to deal with John's anger by asking a set of questions or making neutral statements that are neither aggravating nor confrontational. The goal of empathetic listening is to diffuse emotion and provide support for someone in crisis.

One example:

John: "I hate school." You: "School can be very difficult. Is there something in particular you want to share?" [offers support, probes gently] John: "The teachers play favorites." You: "It sounds like you are seeing people treated unfairly. Is that it?" [Rephrasing, asking for confirmation] John: "They think I am a pothead." You: "I wonder why they would think you are a pothead." [neutral statement instead of question, rephrasing content]

And, so on.

I have some good resources we can use that I will either upload e-files or bring website links. A good place to start with your own research might be reading up on search materials under "crisis intervention techniques", "conflict resolution" and the philosophy of psychologist Carl Rogers (especially "unconditional positive regard"). ||

The Benefits of Empathic Listening (Salem, 2003)
Empathic listening (also called active listening or reflective listening) is a way of listening and responding to another person that improves mutual understanding and trust. It is an essential skill for third parties and disputants alike, as it enables the listener to receive and accurately interpret the speaker's message, and then provide an appropriate response. The response is an integral part of the listening process and can be critical to the success of a negotiation or mediation. Among its benefits, empathic listening
 * 1) lds [|trust] and respect,
 * 2) enables the disputants to release their emotions,
 * 3) reduces tensions,
 * 4) encourages the surfacing of information, and
 * 5) creates a safe environment that is conducive to collaborative [|problem solving].
 * 1) creates a safe environment that is conducive to collaborative [|problem solving].

Reference: http://www.beyondintractability.org/essay/empathic_listening/

=Additional Resources=

http://www.businessballs.com/empathy.htm