Active listening conflict resolution

"Administrators and teachers need to be well informed in the application of conflict resolution communication principles as well as to use those skills in preventing existing conflicts from worsening and turning into tragedies. They need to be able to listen and understand various points of view by the conflicting parties, be heard by all parties, isolate the issues at hand, retrieve facts, and use their expertise when making decisions in the best interests of all concerned".

This quote is quite pertinent to the idea of Teacher Librarian as leader. I particularly like the idea of isolating the issues at hand. I have had many a conversation with teachers talking and complaining about something during a meeting. The conversation inevitably draws in other issues that are also bothering them at the time, usually that have nothing to do with the topic we are supposed to be discussing. It often ends up being a whinge about a particular staff member that although allows the person to vent their problems, does nothing to resolve any of the conflict and in fact can often make it worse. I have often been involved in meetings with different staff members that are too busy repeatedly putting their opinions and ideas forward, without bothering to listen and find out what really might be going on. Lastly, the idea of making decisions that will be in the best interest of ALL is very important. Again, I have had experiences where teachers representing different groups of students or subjects are focused on getting the best possible outcome for themselves, without looking at the whole well-being of the school. Hearing the other side of the story and listening to what the other person has to say represent two processes that need to be mastered and applied to negotiations.

Lincoln, M. (2002). Conflict Resolution Communication: Patterns Promoting Peaceful Schools. Scarecrow Press, Inc: United States of America

Conflict is an inevitable and pervasive aspect of human life. It arises within individuals and between individuals. It takes place within and between groups, organisations, communities, and nations. The identification of causes can be extremely difficult since the participants may not be (consciously) aware of them or may have reason to conceal them. They may also not know about the 'trigger'- the event that was the immediate cause of the conflict. Both conflict and conflict resolution almost inevitably involve the use of language - verbal and non-verbal, direct and indirect. Most conflict has its origins in communication or, probably more often, the lack of effective or adequate communication; for example, an individual's inability to communicate needs or feelings.

"Active listening seeks to hear the message, not to be distracted by the frame or 'package'. It can be said to require 'three sets of ears' to hear what is being said (accurately and without distortion), how what is being said is being said, and what is not being said. Active listening seeks to hear what the other person is saying and meaning rather than what they appear to be saying or what you would like them to be saying."

A very good point is made here. It talks about the whole idea of listening and that understanding what is being said is just as important as hearing the words. Asking questions for understanding and clarification is needed. Effective listening must include the skills of attending, following, and reflecting.

Attending = indicating attention and interest using body language, movement, eye contact

Following = indicating that the communication is being followed and listened to eg encouragement, occasional questions

Reflecting skills = checking that meaning is understood, includes paraphrasing, reflecting feelings and meaning, clarifying questions and summarising.

Eunson, B. (2005). Communicating in the 21st Century. Wiley: Queensland.