Assertive Conflict Resolution Techniques | Brenda Hooper

Can assertive communication help you out in resolving conflicts? In this podcast conversation, we have Brenda Hooper, an experienced executive coach joining us to show how managers can effectively use assertive communication techniques for conflict management in their teams.

In this podcast, Ashish and Brenda talk about:

• Why is assertive communication important for managers, especially in conflict scenarios? We explore how assertiveness builds confidence in managers and their teams, and allows everyone to be heard and understood.
• What is assertiveness, and how does it differ from passive and aggressive communication styles? Assertiveness is often misunderstood and confused with aggression, but we will use personal examples of passive and aggressive behaviors to clarify the differences.
• How can managers use assertive communication techniques to resolve conflicts effectively? Using a role-play conflict scenario to techniques such as active listening, acknowledging feelings, setting terms of engagement, and asking probing questions during a conflict.

Watch Now on YouTube

Meet the Speaker!

How do Assertive Conflict Resolution Techniques Work?

Assertiveness is crucial for effective conflict management. It enables managers to navigate conflict confidently, ensuring everyone’s voice is heard and respected. It is not about winning, but about finding a mutually satisfactory resolution.

A key point to remember is that assertiveness differs from both passive and aggressive behaviors, even though there are common minunderstandings. Passive behavior involves avoiding conflict or shutting down, while aggressive behavior is about overpowering others to win. Passive-aggressive behavior can be unpredictable and difficult to manage.

Read more about the difference here: Assertiveness vs. Aggressiveness: How to be an effective leader?

What are some assertive communication conflict resolution techniques that managers can try?

The discussion highlighted that people often adopt conflict management styles based on their childhood experiences. Recognizing these patterns can help individuals develop more constructive ways of handling conflict. By actively working using assertive communication as a conflict resolution method, managers should note that:

• Active listening and empathy are fundamental to assertive communication: Acknowledging others’ feelings and perspectives is essential for building trust and moving toward resolution.
• Setting terms of engagement helps in productive conversations: Establishing ground rules for communication, such as avoiding raised voices, can help create a respectful environment for conflict resolution.
• Probing questions and seeking clarification are important: Asking questions to understand the situation better and avoiding assumptions helps facilitate resolution.
• Managers should not make assumptions about the person’s intention during conflict: It’s important to understand the person’s perspective, and what’s happening “below the line” that one might not be seeing or hearing

Remember, conflicts are part and parcel of working with a team. As a manager today, conflict resolution is one of the most important things you will do because the humane side of managers is called into action more and more. Yet, when managers are untrained, they shy away from conflict. At times, this avoidance festers long-term problems and leads to more trouble for the entire team. Assertively walking your way through conflicts is the way to go for smart managers.

Meet the Host