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Effective Communication and Conflict Resolution Skills in the Workplace

Improve interpersonal skills in various workplace settings with positive communication strategies. Learn to differentiate between feedback types, manage conflict constructively, handle complaints effectively, and promote diversity and respect.

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Effective Communication and Conflict Resolution Skills in the Workplace

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  1. Interpersonal Skills in the Workplace Obj. 2.01- Differentiate between positive and negative interpersonal skills in a variety of workplace settings.

  2. Communication • Verbal • Listening • Speaking • Reading • Writing • Non-Verbal • Gestures • Posture • Facial Expressions

  3. Components of Effective Communications • Sender/encoder • Message • Channel • Voice • Written Text • Visual images • Receiver/decoder • Feedback

  4. Listening and Understanding • Hearing vs. Listening • Effective Listening Skills • Concentration • Avoiding distracters • Avoiding interruption • Asking for clarifying details • Giving feedback

  5. Listening and Understanding • Barriers to listening • Interruption • Prediction of message • Blocking message due to personal views • Inability to hear • Distracting mannerisms • Non-understanding • Wandering thoughts

  6. Constructive/Destructive Feedback • Constructive • Private • Address behavior- not person • Specific • Prompt • Positive • Suggest actions to solve problem

  7. Constructive/Destructive Feedback • Destructive • Public • Address personal character • General • Delayed • Negative • No solutions offered

  8. Importance of Feedback • Prevents costly mistakes/accidents • Provides opportunity for improving work performance

  9. Routes of Feedback • Oral/Verbal • Written performance evaluation • Visual

  10. Steps to provide Constructive Feedback • Tact • Sandwich technique • Compliment • Criticism • Compliment

  11. Positive/Negative Response to Feedback • Positive • Make sure you understand • Identify the solution • Take action • Negative • Defensiveness • Denial • Emotional Display

  12. Positive/Negative Reaction to Conflict • Potential Conflicts • Reactions in a conflict • Negative • Positive • Communication in conflict situations/”I” statements • I feel _______________ • When you _______________ • Because __________________ • And I want __________________

  13. Positive/Negative Reaction to Conflict • Conflict resolution model • Define the problem • Suggest possible solutions • Compromise • Seek mediation if not resolved

  14. Techniques to Positively Manage Anger • Self-awareness • Understand others • Empathy • Tact • Management strategies

  15. Effective and Ineffective handling of Complaints • Ineffective handling • Effective Handling • Ask for an informal meeting • File a complaint properly in a letter • Turn to outside agencies

  16. Treatment of Co-Workers • Etiquette • Privacy practices • Gossip • Professionalism • Avoid comparisons • Workload • Salary • Treatment of co-workers

  17. Ethical and Unethical Behavior • What's Right • What's Wrong

  18. Effectively Handling a Problem • Identify the problem • Collect and analyze data • Consider possible solutions • Choose best options • Implement the plan • Observe, evaluate and adjust the plan

  19. Actions the Demonstrate Respect • Diversity Trends in the US • Language • Disability • Religion • Gender • Age • Benefits of Diversity • Encourage Respect for Diversity

  20. Discrimination • Basis • Sex • Race • Color • Natural Origin • Language • Religion • Disabilities • Age • Sexual Orientation • Appearance

  21. Laws that Protect Employees from Discrimination • Fair Labor Standards Act • Equal Pay Act • 1964 Civil Rights Act • Age Discrimination in Employment Act of 1967 • Etc....

  22. Leadership Styles • Autocratic • authoritarian • Democratic • participatory • Laissez Faire • Laid-back-go with the flow

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