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EMPLOYING EMPATHIC LISTENINGTO BUILD A MORE INCLUSIVE WORKPLACE CLIMATE
Fall 2019
PresentersBreanne Taylor, M.S. & Robynn M. Pease, Ph.D. University Ombuds Officehttps://ombuds.oregonstate.edu/
ABCD Model for Conflict Resolution
Achieve Rapport
Boil Down the Issues
Clarify Interests
Develop a Game Plan
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The Conflict Continuum
Miscommunications among colleaguesFriendly disagreements between coworkers
Creative & perspective differences
Conflict is a “discomforting difference” – Michael Dues
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Additional assistance could be beneficial or required
Empathic Listening & ABCD model may be appropriate
A toxic work climateCriminal violations
Harassment or Violence
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Empathic Listening Action Step: REFLECT
• How might this be an opportunity to improve the working relationship?
• Where might the conflict lie on the conflict continuum?
• Reflect on your own experience, emotions, and perspective within the conflict.
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Empathic Listening Action Step: INVITE
• What kind of information would be helpful to share with the other person in advance of visiting?
• Consider where and when the meeting should take place.
• What are some ways you might invite someone to have a conversation?
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Empathic Listening Action Step: ACHIEVE RAPPORT
• Continue to build momentum to achieve good rapport in the moment.
• Minimize potential distractions. Try not to interrupt.
• Focus on your own body language and what it is communicating.
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Empathic Listening Action Step: BOIL DOWN THE ISSUES
• Ask questions to ensure you are talking about the same issues.
• Be curious and seek to distill the conflict into a few key issues.
• Gather information to help you understand the “whole story”.
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Empathic Listening Action Step: CLARIFY & EMPATHIZE
We can sometimes confuse empathy with sympathy.
Brené Brown’s short clip explores the difference between the two concepts.
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https://www.youtube.coh?v=1Evwgu369Jw
Empathic Listening Step: SUMMARIZE & DEVELOP A GAME PLAN
• Brainstorm possible solutions.
• Take time to confirm understanding of next steps, clarifying as needed.
• Establish a time to check back in, to ensure next steps are having the intended impact.
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In closing When employing empathic active listening to build a more inclusive workplace
environment, be sure to:
• Listen for the whole message.
• Practice reflective listening & reframing.
• Don’t be afraid of silence.
• Seek additional assistance for conflict that involves a toxic climate, crime, or
imminent risk of harm to self or others.
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Last WordConflict is context dependent!
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Presentation References• “Active Listening: Hear What People Are Really Saying.” Mind Tools. https://www.mindtools.com/CommSkll/ActiveListening.htm.
• Brown, Brené. 2013. “Empathy vs. Sympathy.” RSA Shorts. https://www.youtube.com/watch?v=1Evwgu369Jw.
• Burley-Allen, Madelyn.1982. Listening: the Forgotten Skill. John-Wiley & Sons, Inc.
• Canfield, Clair. “The Beauty of Conflict.” A TEDx Talk, Utah State University. https://www.youtube.com/watch?v=55n9pH_A0O8.
• Dues, Michael. 2010. The Art of Conflict Management: Achieving Solutions for Life, Work, and Beyond. The Great Courses.
• Grohel, John, M. “Become a Better Listener.” PsychCentral. https://psychcentral.com/lib/become-a-better-listener-active-listening/.
• “Introduction to Collaborative, Interest-Based Problem-Solving for Mediators.” Neighbor-to-Neighbor, Inc. http://n2nmediation.org/.
• Maiese, Michelle. “Emotions.” Beyond Intractability. https://www.beyondintractability.org/essay/emotion.
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