Empathy over the phone can be more challenging than in person, but it is still possible to create connection, understanding, and trust. In this practical article, Doug Wojcieszak shares simple techniques for conveying empathy during difficult phone conversations, including active listening, reflecting understanding, expressing concern, and following through on commitments.
Tips to Maximize Your Conflict Resolution Experience
Conflict resolution conversations rarely succeed by accident. Drawing on principles from mediation, negotiation, emotional intelligence, and empathic communication, John Ford outlines ten practical strategies that can help participants prepare effectively, communicate more clearly, listen more deeply, and increase the likelihood of reaching mutually beneficial agreements.