top of page
  • sarah12279

Practical Tips for Better Communication in Conflict Situations

See The Good mug

This blog talks about ways to improve communication in conflict situations by practicing active listening, showing empathy and communicating clearly.  These are among the skills that we are taught as mediators in helping resolve conflict, but by practising these skills yourself in the early stages of a conflict you can greatly improve your chances of reaching a successful resolution without the need for mediation or, worse still, legal action.

We all experience conflict at one time or another; it is a natural part of human interaction, cropping up in every aspect of our lives—from personal relationships to business interactions and community engagements.

It is how we manage these conflicts that determines both the effectiveness of the resolution and our ability to maintain successful relationships moving forward. So what is the key to turning conflicts from potential breakdowns into opportunities for deeper understanding and growth? That is simple – effective communication.

So let’s assume you are in dispute with a long-standing, valued customer and you have agreed to hold a meeting to talk matters through in an attempt to resolve the situation and hopefully continue working together in to the future. 

By using the following skills you can greatly increase the chances of coming to a mutually acceptable solution whilst at the same time protecting the relationship for future collaboration.

Active Listening

Active listening is more than just hearing the words being spoken; it's about fully engaging with the speaker and the message. Here's how to refine your active listening skills:

  • Engage completely and give the speaker your undivided attention. Non-verbal signals like nodding or maintaining eye contact can show you're fully focussed on what they have to say

  • Echo back what you've heard in your own words to ensure understanding. This immediate feedback can help clear up any misinterpretations on the spot.

  • Don't hesitate to ask questions that deepen your understanding. This shows your genuine interest in the other party’s perspective.

  • Wait for the speaker to finish before offering your thoughts. Interrupting can increase tension and block open communication.

Empathetic Engagement

Empathy bridges gaps between individuals, allowing for a connection that goes beyond just words. Here's how to cultivate empathetic engagement in conflicts:   

  • Acknowledge and accept the other person's feelings, even if you don't agree with them. Feeling understood can dramatically reduce defensive reactions.

  • Try to put yourself in the other person’s shoes. Understanding their perspective can uncover underlying issues and facilitate resolution.

  • Share your feelings without assigning blame. Phrases like "I feel upset when..." can help express your side without escalating the conflict.

  • Consider if there is anything you might have done differently to improve the situation and don’t be afraid to acknowledge it; showing a willingness to share responsibility encourages mutual respect and cooperation.


Clear and Open Communication

Misunderstandings are so often at the heart of conflict. Clear, direct communication can prevent these misunderstandings from taking root. Here's how to communicate more effectively:

  • Clearly express your thoughts and needs without being vague or indirect. This helps prevent misunderstandings before they start.

  • Choose your words wisely and avoid language that might come across as accusatory or judgmental. Opt for neutral, non-inflammatory words to keep the conversation productive.

  • Focus on solutions instead of dwelling on the problem, steer the conversation towards potential resolutions. Consider compromises that might offer an acceptable solution to you both.

  • Don’t be afraid to talk through the possible alternatives with sentences like “what will it mean for us both if we can/can’t resolve this today?”.  Having an open discussion around where things might go next will often encourage mutual cooperation. 


Navigating conflict through effective communication is about more than just exchanging words; it's about listening with intent, engaging with empathy, and expressing oneself clearly. By using these skills, you can transform conflict from a dreaded encounter into an opportunity for growth, understanding, and strengthened connections.

If you would like help with resolving a conflict, just book a call today for a free chat.


bottom of page