From the course: Working with High-Conflict People as a Manager
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Listen to increase trust
From the course: Working with High-Conflict People as a Manager
Listen to increase trust
- Have you ever argued with an irrational or hot-headed person who needed to be right? The worst thing you can do with a high-conflict person is to try to get them to use reason, to see any point of view but their own. The second worst thing you can do is agree just to keep the peace. But there is one skill that will help you drive down the aggression and dial up trust, even in high-conflict situations. This skill is radical listening. Radical listening is the ability to listen, even in very heated or controversial conversations. It takes a lot of emotional control, discipline and practice but this skill can help you with even the most difficult type of people. Let's talk about how to use radical listening to build trust and what traps to avoid. There are many situations where listening is difficult, for example, when someone is emotionally charged, angry, or disagreeable. It's also difficult when you're being criticized,…
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