Page 141 - UPthEM_Program_Final_December 2020

UPthEM – Upskilling Pathways for Employability
№ 2019-1-BG01-KA204-062299

The ability to successfully manage and resolve conflict depends on five key skills. Together,
these five skills form a skill that is greater than the sum of its parts: the ability to take conflict
in stride and resolve differences in ways that build trust and confidence

Quickly relieve stress

✓ The capacity to remain relaxed and focused in tense situations is a vital aspect of
conflict resolution. If you don’t know how to stay in calm and in control of yourself,
you may become emotionally overwhelmed in challenging situations.

✓ The best way to rapidly and reliably relieve stress is through the senses: sight, sound,
touch, taste, and smell. But each person responds differently to sensory input, so you
need to find things that are soothing to you.

Recognize and manage your emotions

✓ Emotional awareness is the key to understanding yourself and others. If you don’t
know how you feel or why you feel that way, you won’t be able to communicate
effectively or smooth over disagreements. Although knowing your own feelings may
seem simple, many people ignore or try to sedate strong emotions like anger, sadness,
and fear

Improve your nonverbal communication skills

The most important information exchanged during conflicts and arguments is often
communicated nonverbally. Nonverbal communication includes eye contact, facial
expression, and tone of voice, posture, touch, and gestures.

When you’re in the middle of a conflict, paying close attention to the other person’s nonverbal
signals may help you figure out what the other person is really saying, respond in a way that
builds trust, and get to the root of the problem. Simply nonverbal signals such as a calm tone
of voice, a reassuring touch, or a concerned facial expression can go a long way toward
defusing a heated exchange.

Empathy.

Use empathy; make the other person feel that you understand what they are going through or
what is happening to them. For that it is fundamental to listen actively, to let the other party
express what he wants to avoid confusion; then, to ask him to verify what he wants and later,
to make a summary in which we make clear that we have understood with clarity what he has
told us. From there, knowing the situation and the needs of the other, we will seek the
appropriate solutions for both parties.

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