Important communication skills from a Mediation and Reconciliation Course:
The 5 main components are:
- LISTENING: So that the other person feels heard.
- ACKNOWLEDGING: So that the other person feels understood.
- REPEATING: So that you also know for sure that you heard them correctly.
- SOLUTION SEEKING: Again, so that the person tells you what they would like.
- NO DEFENSIVENESS: Words like BUT show that you are not listening.
Important KEY WORDS.
By repeating what the other person is saying, you are creating a ‘safe space’ for them to be honest to you about their feelings.
Listen A: I don’t like it when……
Repeat B: What I hear you say is………
Listen A: What I would like is……
Repeat B: What I hear you say is………
