Interestingly we taught a group of trainee GPs last week and conflict resolution was one of the areas that many of them wanted to know more about. What does that say about the modern NHS you may ask? Don't even start me off on the government's Health Bill.......
Conflict often arises as the result of misunderstanding, so techniques designed to help prevent misunderstandings are likely to be effective here. Rapport building is always so important, I can't stress that enough; if you've got great rapport with someone it's hard to be in conflict with them. It doesn't mean you'll necessarily agree with each other but it will make it a lot easier to understand the other's point of view. When gaining rapport you need to be aware of the other person's physiology, breathing, predicates, tonality and gestures.
The NLP technique which deals specifically with appreciating how another person experiences a situation is called Perceptual Positions. It involves deliberately experiencing a situation from a number of different perspectives - your own, the other person's, that of a dispassionate observer and sometimes from an even further removed viewpoint outside the system altogether. One moves through these in turn, gaining insight and deepening your understanding of the situation as a whole.
The use of chunking in language and the concept of the Hierarchy of Ideas - both of which we'll be discussing in later blogs, are very useful tools here too. So stay with us. We love to get your feedback, on the blog and our videos so feel free to get in touch.
Michelle
No comments:
Post a Comment