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No35.3 - The Role of Active Listening in Conflict Resolution Through Internal Communication

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In any good story, characters evolve by listening, learning, and adapting. The same holds true for organisations. Active listening is a tool that can turn conflict into a stepping stone for growth. This post will guide you through the art of active listening in conflict resolution.

What Is Active Listening?

Active listening is more than just hearing; it involves understanding, processing, and responding effectively to communications. It serves as an essential component of effective internal communication and, by extension, conflict resolution.

Benefits of Active Listening in Conflict Resolution

  1. Enhanced Understanding: Active listening allows both parties to fully grasp the issues, reducing misunderstandings and fostering more meaningful discussions.

  2. Trust Building: Employees feel valued when they are heard, and this can build trust—an essential element in conflict resolution.

  3. Problem-Solving: Active listening can help identify the underlying issues in a conflict, making it easier to find sustainable solutions.

Techniques for Active Listening

  1. Non-Verbal Cues: Pay attention to body language, eye contact, and other non-verbal cues that provide additional context.

  2. Reflective Responses: Echoing back what you've heard can clarify misunderstandings immediately.

  3. Ask Open-Ended Questions: This encourages dialogue and deeper understanding.


The best stories are those in which characters learn and grow. Active listening is a catalyst for this growth, turning the chapters of conflict into opportunities for development and a stronger organisational narrative.

We hope you enjoyed this blog post about "The role of internal communication in conflict resolution." If you are looking to improve your active listening skills within your organisation, we are here to help with training and effective solutions. Don't hesitate to contact us today.




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