The Power of Listening
From: The Joy of Conflict Resolution
$1.40
Give everyone their “one minute.” People are unlikely to listen to you until they feel you’ve listened to them. Listen for their full story: facts, feelings, and unmet needs. At the heart of every conflict story lie unmet needs. Prove you are listening by reflecting your understanding back to Them. Being genuine is more important than being precise.
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Contributors
Gary Harper
Gary Harper is a consultant, writer, and trainer who specializes in management training and business communications. Through his unique blend of experience as a personal injury lawyer, general manager, insurance regulator and retail store owner, he learned the value of clear, effective communication.In 1991 he completed the Conflict Resolution Certificate Program offered by the Justice Institution and the Commercial Mediation program through the Vancouver Centre for Commercial Disputes. He designed and conducted a variety of workshops on communication skills and conflict resolution for managers, shop stewards, municipal employees, adjusters, and bylaw enforcement officers, among others. He has trained for the Justice Institute of B. C., I.C.B.C., the Workers’ Compensation Board, B. C. Transit, Revenue Canada, and the University of British Columbia and its Women's Resource Centre. His interest in the archetypal characters of the “drama triangle” of conflict lead him to develop a course entitled “Once Upon a Conflict”. He uses the concept to illustrate how we can move beyond confrontation towards collaboration. He is known for his high-energy and humour and for the ability to foster a positive, supportive learning environment. He believes people learn best when they are actively engaged and having fun. He can be contacted at .
