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Communication and Conflict Management

Communication and Conflict Management. Leadership Certificate – Level 1. Communication. Eyes. Face. Is the way we interact with fellow humans. Body. Voices. Words. We see things:. not as they are but as we are.

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Communication and Conflict Management

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  1. Communication and Conflict Management Leadership Certificate – Level 1

  2. Communication Eyes Face Is the way we interact with fellow humans Body Voices Words

  3. We see things: not as they are but as weare

  4. Listen well so themessage sentand themessage receivedare what you want

  5. 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

  6. Our behaviours can be: logical considered mature • Take responsibility! Own your role in relationships and circumstances • Choose your responses • Interrupt reactive patterns • Don’t react – communicate!

  7. Communication Styles The Accountant The Director The Stabiliser The Party Person

  8. 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

  9. 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

  10. Empathy Blockers! Domination: Threatening Ordering Criticizing Name Calling ‘Should’ing”

  11. Empathy Blockers! • Manipulation: Withholding relevant information Interrogating Praising to manipulate

  12. Empathy Blockers! Disempowerment: Diagnosing motives Untimely advice Changing the topic

  13. Empathy Blockers! Denial: Refusing to address the issue

  14. The Communication Process • 7% VERBAL – What you said • 38% VOCAL – How you said it • 55% VISUAL – Body language/non verbal

  15. We have to remember: • Much communication is unconscious • Much communication is unintentional • Much communication is incongruent

  16. Communication is congruent when: What we Say and what we Domatch.

  17. Managing Conflict In situations of crisis and potential conflict always remember star S T A R We need to: STOP THINK ANALYSE RESPOND

  18. Conflict Resolution Strategies • AVOID Wait/See • FORCE Win/Lose • ACCOMMODATE Lose/Win • COMPROMISE Lose/Win • COLLABORATE Win/Win

  19. 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

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