Mastering Empathy, Conflict Resolution, and Assertiveness

Personal Qualities and Skills

Quality: A way of being. It can be changed with will and dedication.

Skills: Instrumental practices expressed through personal qualities. These can be learned and trained.

Empathy

The ability to adopt different approaches to others, to feel what another feels, and to place oneself in their thoughts and feelings. This is achieved through the perception of their expression, shared experiences, and previous knowledge of the individual.

Attitudes and Behaviors That Encourage Empathy

• Connect the other's behavior with one's own past conduct.
• Connect the other's behavior with previous conduct of oneself and others.
• Listen actively to what is being said.
• Speak clearly.
• Consider the defense of views different from our own.
• Show concern for others and their points of view.
• Avoid unnecessary criticism that hinders communication.

Conflict Management

A conflict arises when individuals or groups in organizations face decision-making problems.

Types of Conflicts

• Individual Conflicts: Arise when an individual makes decisions.
• Organizational Conflicts: Conflict between individuals or groups within an organization.
• Inter-organizational Conflicts: Conflict between different organizations and groups.

Problems That Constitute Conflict

• Substantive: Disagreements on policy and practice, competition for resources, and different opinions regarding roles or functions. These require negotiation and problem resolution.
• Emotional: Negative feelings between the parties. These require a restructuring of perceptions.

Reasons Conflicts Arise

• Individual Conflict: Due to the unique nature of alternatives, the unacceptability of certain options, or uncertainty regarding consequences.
• Organizational Conflicts: When members of the organization have difficulty making decisions.
• Inter-group Conflicts: When there is a need to make collective decisions or when parties have different goals.

Control Strategies for Handling Conflict

• Preventing Conflict Interaction: Building barriers and avoiding trigger events.
• Restricting Conflict: Putting limits on the tactics of the protagonists.
• Managing Impact: Controlling the consequences of the conflict.

Assertiveness

The ability to defend oneself without violating the rights of others under any circumstances.

To be assertive, we must acknowledge that we, and everyone we meet, have needs and contributions to make. We must validate ourselves while also validating others.

Assertiveness allows one to express their own needs, desires, feelings, opinions, and beliefs in a direct, honest, and non-aggressive manner.