Ikon Training
What is the LEAPS Communication Model?
January 10th, 2024
5 mins
January 10th, 2024
5 mins
In the labyrinthine world of communication, misunderstandings often lurk around every corner. Conversations can quickly devolve into frustrating dead ends, leaving us yearning for deeper connection. Fortunately, there exists a roadmap towards effective communication, a framework rooted in evidence and empowered by empathy: the LEAPS method.
Within this acronym lies a series of valuable steps, each guiding us towards mutual understanding and collaboration. This blog delves into the intricacies of LEAPS, unveiling its transformative power for professionals seeking to navigate the complex landscape of managing challenging behaviour and conflict resolution.
We hope the other party will be willing to hear our side of events and understand why we feel upset. If we reverse that thought, what can we do to help others feel understood?
There are many emotions attached to conflict, and these feelings can make it a challenge for those involved to reach a resolution. If we are able to access our rational self, we can follow some very simple yet effective steps, to understand and ultimately de-escalate many difficult conversations.
When faced with a situation in which you feel frustrated, anxious, or even agitated; what would you need from another person to feel acknowledged and heard?
The LEAPS model of communication is a simple and influential tool, to guide you through not only these challenging situations but also in your day-to-day interactions.
LEAPS is an acronym that provides a communication model that helps when confronted with aggressive behaviour. The acronym stands for:
Our training courses, explore potential causes and underlying triggers to an individual’s behaviour (the Iceberg Theory); often, the trigger is the perception of not being listened to or acknowledged. It’s important to feel that our emotions are validated, and the LEAPS model of communication is designed to key into these basic needs.
When we listen, actually listen, we can hear the real issues at hand, and the other person feels able to fully and safely say what they need to, without fear of judgement and without interruption. Active listening is a simple skill but is surprising how often we can get it wrong.
Our feelings, values, time pressures and workload, will all contribute to our tolerance, when faced with situations. We are only human! But how do we show we are listening? If we truly are, we don’t have to think about it, but indicators of ‘Active Listening’ may include positive eye-contact, paying full attention, not interrupting, vocal agreements (such as mmhmm, yes, ok), nodding and so on.
When we hear the other person completely, they feel listened to, validated and understood. That understanding creates empathy and genuine interest, which empowers us to move through the different stages to reach our options; offer alternatives, seek compromise and find a resolution.
If we demonstrate each step of LEAPS, it is unlikely that the other party will continue to display heightened behaviour, as such behaviour is designed to draw attention no longer needed in this instance. This directly relates to ‘behaviour breeds behaviour’ – Betari’s box and shows that when the time comes for us to respond, we are much more likely to be heard and acknowledged, moving the conversation forward constructively.
If we combine LEAPS with an awareness of how the environment, other people and distractions can impact our conversations, we can create a suitable time and safe space for this constructive interaction, increasing further the influence we will have on the outcome.
When reflecting on LEAPS as a tool for resolving conflict, I invite learners to offer examples of when they might have used LEAPS, and to revisit previous incidents where the use of LEAPS could have led to a preferable outcome. Usually, some interesting insights into people’s experiences alongside positive reinforcement reflect LEAPS as a simple but influential model.
As a trainer delivering conflict resolution training, I will introduce the communication model LEAPS to the learners.
LEAPS model is a structured approach to communicating in any situation (not just in confrontation). This approach may help you to establish some control within a potential conflict situation and when used in conjunction with Betaris Box forms the defusing and negotiation phases of the conflict continuum. When a complaint is expressed the key to resolving conflict is moving the problem to the problem-solving stage. Many people with a problem are not initially ready to problem solve because of an emotional reaction triggered by the upset.
Incorporate the LEAPS model into effective de-escalation techniques as our experts advise. From creating a personal connection to exploring thoughts and feelings, these techniques are designed to navigate challenging situations with empathy and understanding.
I enjoy teaching the LEAPS model, which is an invaluable tool during our training sessions; Delegates feedback that they have found this model a beneficial part of the course and will use it in their roles.
For more information regarding our training courses click on the links below or call us on 01473 927333.