Because conflict is often an emotion-based dispute, it is essential for resolvers of conflict to monitor their own emotions throughout the process. Therefore, knowledge about emotional intelligence can provide tools to ensure emotions do not derail the mediation process. Emotional intelligence can be developed at any age and is based on a five-phase pyramid (like Maslow's Hierarchy of Needs) where one develops the first level and proceeds up the pyramid. The five core components are self-awareness, self-regulation, self-motivation, empathy and social skills/effective communication. Knowledge about emotional intelligence can provide tools to ensure emotions (of the parties and the conflict resolver) do not derail the process and, by engaging in active listening, conflict resolvers can effectively respond to and monitor the emotions of participants. Often times the key to resolving conflict is identifying and understanding the emotional needs that create each person's positions. By building our own emotional intelligence, we become more effective communicators, we actively listen, we better understand the perspectives of all involved (empathy), we develop strong problem-solving skills, we create more durable agreements, and we build stronger, healthier relationships. Primary Resource: Daniel Goleman's 1995 book "Emotional Intelligence"
Learning Objectives:
- To encourage attendees to develop their own emotional intelligence.
- To motivate attendees to "model" strong emotional skills which will motivate others to build their own EQ. They will "see" the "benefits" of EQ>
- By being emotionally intelligent, conflict resolvers will assist individuals in creating efficient, effective, and respectful resolutions.
