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See all Premium member Presentation Transcript Communication and Conflict Management : Communication and Conflict Management Leadership Certificate – Level 1 Communication : Communication Is the way we interact with fellow humans Eyes Face Body Voices Words We see things: : We see things: not as they are but as we are Listen well so themessage sentand themessage received are what you want : Listen well so themessage sentand themessage received are what you want Taking responsibility for how we think means: : Taking responsibility for how we think means: Challenging the validity of our perceptions Challenging the absoluteness of our perceptions Challenging the current accuracy of our perceptions Our behaviours can be: : Our behaviours can be: Take responsibility! Own your role in relationships and circumstances Choose your responses Interrupt reactive patterns Don’t react – communicate! logical considered mature Communication Styles : Communication Styles The Director The Stabiliser The Party Person The Accountant Creating Empathy By What We Think: : Creating Empathy By What We Think: Take seriously the other person’s needs and concerns. We must value their right to their feelings and attitudes. Their privacy, values and experiences. Reserve judgment and blame. Empathy is learning to listen with you head and your heart Creating Empathy By What We Do : Creating Empathy By What We Do Be aware of and respectful of any cultural differences Look at the person and take an active interest in what they are saying Ask relevant questions for clarification Use open body language Be very aware of facial expression Make affirming gestures Use a warm vocal tone Empathy Blockers! : Empathy Blockers! Domination: Threatening Ordering Criticizing Name Calling ‘Should’ing” Empathy Blockers! : Empathy Blockers! Manipulation: Withholding relevant information Interrogating Praising to manipulate Empathy Blockers! : Empathy Blockers! Disempowerment: Diagnosing motives Untimely advice Changing the topic Empathy Blockers! : Empathy Blockers! Denial: Refusing to address the issue The Communication Process : The Communication Process 7% VERBAL – What you said 38% VOCAL – How you said it 55% VISUAL – Body language/non verbal We have to remember: : We have to remember: Much communication is unconscious Much communication is unintentional Much communication is incongruent Slide 16: Communication is congruent when: What we Say and what we Do match. Managing Conflict : Managing Conflict We need to: STOP THINK ANALYSE RESPOND In situations of crisis and potential conflict always remember star S T A R Conflict Resolution Strategies : Conflict Resolution Strategies AVOID Wait/See FORCE Win/Lose ACCOMMODATE Lose/Win COMPROMISE Lose/Win COLLABORATE Win/Win The Five Steps in Resolving Conflict: : The Five Steps in Resolving Conflict: Pray about the Problem Together Clarify the Issues – Focus on the Needs and Goals Understand Each Other’s Perspective Break the Conflict into Small Steps Give and Take You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.