The Key to True Conflict Resolution
A Design Pattern in Life
A design pattern is a recurring concept, arrangement of things, and/or repeated process. Life is composed entirely of such patterns. From the patterns found in the genetic blueprints of even the simplest form of life to the consistent and measurable rising and setting of the sun: life is a beautiful matrix of overlaid and interacting patterns. Ah, but more than simply random patterns, these are patterns in the very design of how everything works, including human behavoir. I want to expound upon one such pattern in particular, and that is the pattern that exists between two people who are at odds with one another and what I have observed the pattern to be that leads to resolution in almost every case.
I was once conducted through a phone interview for a technical job and, as interviews will go, I was presented several questions which were nothing more than scenarios, with my response to be the approach I would take in resolving them. One question in particular involved the situation where I was project lead and had two separate groups between which I was liaison. The two groups had opposing opinions as to what decision should be made on a particular aspect of the project. The question posed to me: "How would I resolve it"? It didn't take me long to come up with an answer, because what I imagined in the scenario looked exactly like other scenarios I had encountered in life, and I recognized the pattern: that of two (or more) people who had opposing viewpoints, with each refusing to budge from their position and yet both having the need for agreement. My answer: to make sure that both sides were heard by the opposing side.
It may seem by all outward appearances that conflicts of viewpoint are all about whose viewpoint is better, and that resolution can only be had by compromise or relinquishment of one or both views. This is not true. In scenarios between my children where I have played diplomat and in scenarios between myself and my significant other (where I WISH I had a diplomat!), I have seen the same recurring pattern, and it was never one side managing to out muscle the other side that resulted in peace and accord. The true answer in mending discord lies in something so much more simple: fulfilling the need to be heard.
I type those words slowly, I say them in my mind slowly and with reverence as I read them, because they are so fundamentally important. Hours, days, years even of stubborn silence can be avoided if the parties involved would just recognize what the true need of the opposite side is and fulfill it. The other side really only wants to "have the floor", if you will, long enough to have expressed their opinion fully and, (this is the MOST important part, O Best Beloved) to KNOW that they were truly heard. Once a person has been given opportunity to speak uninterrupted and they are made to know that their side had truly fallen on open ears and an open mind, the fire amazingly just fizzles out. They still have their opinion, of course; but the ire that drove them and their inability to see beyond their own cause just melts away, because the true root need has been satiated. Ah, and the doors to communication that are immediately opened in a nearly miraculous way! Suddenly, whereas this individual was seemingly incapable of hearing a word the other side had to say, now they can hear with clarity and attention, and truly consider their opponent's viewpoint.
Simple enough, right? Just be quiet while the other side talks! Not so, O Best Beloved. A simple stay of the tongue does not a truly hearing opponent make. You see, once one side does agree to give the other the floor and hold their tongue while the other speaks, the speaker now will be examining every minute detail of everything that is occuring while he or she is laying things out. When I say 'everything', I mean absolutely EVERYTHING. It likely won't be done consciously, but without a DOUBT they will be noting every twitch of the listener's facial expressions, the movement of their eyes, their body posture, movements, shifting of body weight, and most of all where their attention is at all times. What they are doing is looking for the one thing they need, evidence that they have been truly heard. Now, although how a person listens is vital, even more vital and necessary to this process is how the listener then responds. The very next thing that comes out of their mouth will either make the exercise a success or total failure. Remember, it isn't agreement that fulfills this pattern in human behavior, it's listening, so it isn't required that one's response be to the effect that they agree. Anything along the lines of "I can see your point", or "I hadn't looked at it like that" can suffice. Be warned though: truly listening is an impossible thing to fake. I can't tell you the innumerable times I've been involved in this scenario and the other side, though seeming to have listened and even responding with something like "I see your point", IMMEDIATELY blew the whole thing out of the water by adding on the word "but". Look at this: "I really do see your point, BUT...." What just happened there? The speaker's viewpoint was instantly invalidated and minimized. What follows the 'but' is irrelevant, and the other person isn't going to be able to hear it anyway, because that 'but' told them that their honest outpour had fallen on ears that never intended to hear them in the first place. Back to square one for everybody.
Learn to recognize the human conflict pattern. It comes in many forms and has varying degrees of intensity, but it's always the same. When you DO recognize the pattern, just remember that the true key to resolution lies in you making sure that you give your opponent the opportunity to fully express himself, you truly open your ears and mind and hear him out, and above all cause him to know that you heard him. Do NOT allow yourself to let the word 'BUT' be part of anything you respond with, or you will have exposed yourself as someone who pretended to hear but really had no interest at all, leaving your opponent's one true need yet unfulfilled. There really is something to the phrase we've heard throughout our life, that 'communication is as much listening as talking'. Practice your listening skills, thus fulfilling your opponent's true need, and you'll find yourself spending a lot less time immersed in life's daily dose of human conflicts.
Doug out.
I was once conducted through a phone interview for a technical job and, as interviews will go, I was presented several questions which were nothing more than scenarios, with my response to be the approach I would take in resolving them. One question in particular involved the situation where I was project lead and had two separate groups between which I was liaison. The two groups had opposing opinions as to what decision should be made on a particular aspect of the project. The question posed to me: "How would I resolve it"? It didn't take me long to come up with an answer, because what I imagined in the scenario looked exactly like other scenarios I had encountered in life, and I recognized the pattern: that of two (or more) people who had opposing viewpoints, with each refusing to budge from their position and yet both having the need for agreement. My answer: to make sure that both sides were heard by the opposing side.
It may seem by all outward appearances that conflicts of viewpoint are all about whose viewpoint is better, and that resolution can only be had by compromise or relinquishment of one or both views. This is not true. In scenarios between my children where I have played diplomat and in scenarios between myself and my significant other (where I WISH I had a diplomat!), I have seen the same recurring pattern, and it was never one side managing to out muscle the other side that resulted in peace and accord. The true answer in mending discord lies in something so much more simple: fulfilling the need to be heard.
I type those words slowly, I say them in my mind slowly and with reverence as I read them, because they are so fundamentally important. Hours, days, years even of stubborn silence can be avoided if the parties involved would just recognize what the true need of the opposite side is and fulfill it. The other side really only wants to "have the floor", if you will, long enough to have expressed their opinion fully and, (this is the MOST important part, O Best Beloved) to KNOW that they were truly heard. Once a person has been given opportunity to speak uninterrupted and they are made to know that their side had truly fallen on open ears and an open mind, the fire amazingly just fizzles out. They still have their opinion, of course; but the ire that drove them and their inability to see beyond their own cause just melts away, because the true root need has been satiated. Ah, and the doors to communication that are immediately opened in a nearly miraculous way! Suddenly, whereas this individual was seemingly incapable of hearing a word the other side had to say, now they can hear with clarity and attention, and truly consider their opponent's viewpoint.
Simple enough, right? Just be quiet while the other side talks! Not so, O Best Beloved. A simple stay of the tongue does not a truly hearing opponent make. You see, once one side does agree to give the other the floor and hold their tongue while the other speaks, the speaker now will be examining every minute detail of everything that is occuring while he or she is laying things out. When I say 'everything', I mean absolutely EVERYTHING. It likely won't be done consciously, but without a DOUBT they will be noting every twitch of the listener's facial expressions, the movement of their eyes, their body posture, movements, shifting of body weight, and most of all where their attention is at all times. What they are doing is looking for the one thing they need, evidence that they have been truly heard. Now, although how a person listens is vital, even more vital and necessary to this process is how the listener then responds. The very next thing that comes out of their mouth will either make the exercise a success or total failure. Remember, it isn't agreement that fulfills this pattern in human behavior, it's listening, so it isn't required that one's response be to the effect that they agree. Anything along the lines of "I can see your point", or "I hadn't looked at it like that" can suffice. Be warned though: truly listening is an impossible thing to fake. I can't tell you the innumerable times I've been involved in this scenario and the other side, though seeming to have listened and even responding with something like "I see your point", IMMEDIATELY blew the whole thing out of the water by adding on the word "but". Look at this: "I really do see your point, BUT...." What just happened there? The speaker's viewpoint was instantly invalidated and minimized. What follows the 'but' is irrelevant, and the other person isn't going to be able to hear it anyway, because that 'but' told them that their honest outpour had fallen on ears that never intended to hear them in the first place. Back to square one for everybody.
Learn to recognize the human conflict pattern. It comes in many forms and has varying degrees of intensity, but it's always the same. When you DO recognize the pattern, just remember that the true key to resolution lies in you making sure that you give your opponent the opportunity to fully express himself, you truly open your ears and mind and hear him out, and above all cause him to know that you heard him. Do NOT allow yourself to let the word 'BUT' be part of anything you respond with, or you will have exposed yourself as someone who pretended to hear but really had no interest at all, leaving your opponent's one true need yet unfulfilled. There really is something to the phrase we've heard throughout our life, that 'communication is as much listening as talking'. Practice your listening skills, thus fulfilling your opponent's true need, and you'll find yourself spending a lot less time immersed in life's daily dose of human conflicts.
Doug out.
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