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Part III: Interpersonal Skills > Resolving Conflict Through Active Listening

Chapter 19. Resolving Conflict Through Active Listening

Active listening helps resolve conflicts. When you are faced with someone playing any one of the three conflict roles—Victim, Persecutor, or Rescuer—use the three-part feedback formula. This lowers the emotional level while preventing you from stepping into one of the conflict roles. When people feel empathy and understanding, they more quickly step out of a conflict role and communicate in a more reasonable and rational manner.

Your self-empowered skill of active listening helps keep you out of conflict and helps other people join you in win-win negotiation. Everyone benefits—which is the whole idea of being self-empowered and using the win-win philosophy.


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