The Power of Productive Disagreement: Listening and Language in Conflict Resolution
Author:
Clea Simon from Harvard Gazette
Introduction:
Conflict
and disagreement are often viewed negatively, but researchers from Harvard
Kennedy School and Harvard Business School argue that engaging with opposing
views can be constructive and lead to new discoveries and alliances. Francesca
Gino and Julia Minson, experts in the psychology of disagreement, emphasize the
importance of honest and open listening as a key factor in making disagreements
productive rather than damaging.
Listening
with Receptiveness:
Gino and
Minson highlight the significance of receptive listening, which involves
considering and evaluating opposing views in an impartial manner. It requires
giving equal attention and respect to ideas from the other side, rather than
dismissing them as foolish or solely seeking flaws in their arguments. This
level of listening demands discipline and discomfort, especially in a polarized
era where arguments have become emotionally charged and accusatory due to the
influence of social media.
Language
and Perception:
The
researchers emphasize the role of language in shaping perceptions during
disagreements. They found that certain types of words and phrases influenced
how individuals were perceived during discussions. Negative responses were
associated with negation and reasoning language, while acknowledgment, hedges,
second-person pronouns, and agreement were viewed positively. Acknowledgment
doesn't imply agreement, but rather restating the other person's opinion.
Expressing positive emotions also played a role in how a speaker was perceived.
The HEAR
Approach:
Minson
introduces the HEAR acronym, which stands for hedging, emphasizing agreement,
acknowledging, and reframing the positive. Using this language during
disagreements has positive outcomes, making others more willing to collaborate
and be receptive to different perspectives. It can be contagious, even when the
other side appears combative and unreceptive. Adopting this approach when
trying to persuade others proves to be more productive and effective.
Challenges
and Conclusion:
Being
receptive to opposing viewpoints requires patience and can be difficult,
especially when emotions run high. However, Gino and Minson emphasize that
positive interactions are more likely when individuals perceive the other party
as receptive and genuinely interested in learning. Despite the challenges, the
researchers conclude that the power of productive disagreement lies in
attentive listening and constructive language, leading to greater understanding
and collaborative outcomes.
References
Simon, C.
(2022, November 22). The Power of Productive Disagreement: Listening and
Language in Conflict Resolution. Harvard Gazette.
https://hbswk.hbs.edu/item/when-agreeing-to-disagree-is-a-good-beginning
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