CHAPTER What Is Conflict Resolution?

WHAT IS CONFLICT RESOLUTION? ➜
ing away from the computer, shutting off the monitor, closing
e-mail. Focus your attention on him or her, not on yourself.
Remember that there are always multiple levels of communication
going on—the actual words, the tone of voice, and body
language. Words are easiest, but even then you can be misled.
Voice tone is not so much up for interpretation, but it is still
important. For example, “Yeah, right” said in an agreeable tone is
far diff erent than “Yeah, right” said in a sarcastic tone. The words
are the same, but the change of tone makes a big diff erence.
The same is true for many body postures, which can have
multiple meanings. A good thing to keep in mind is the change
of a body posture. For example, if we are talking and, in the middle
of the conversation, I cross my arms, that posture change
means something has probably changed in my perception of
the conversation.
Most important, explore the other person’s point of view.
What is he or she talking about? Why are his or her beliefs what
they are? Ask sincere questions to gain understanding so that
you will be able to:
■ Get more information on his or her point of view
■ Communicate you care about how he or she sees things
■ Move from the emotion-laden part of your brain to the
rational side
By asking questions, you can explore his or her point of view:
■ Why do you think that?
■ What makes you feel that way?
17