Active listening and the use of questions are essential to resolving conflicts. Open-ended questions are helpful when you want someone to “open up” and give you as much information as possible.

Incorporate “active” listening by repeating back important information and feelings to make sure you “got it” and the person you are listening to feels heard. Here are a few open-ended questions to get you started:

• How would you describe…?
• How did this problem begin?
• How do you feel about…?
• What happened in this situation?
• How did you respond when…?
• Can you explain what went on?
• How would you like to resolve this?
• What can you do to work this out?

CRE Calendar Usage: 3rd Edition