Communication and Conflict Management

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Communication and Conflict Management

• Leadership Certificate Level 1

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Communication
Eyes
Face

• Is the way we
• interact
• with fellow humans

Body
Voices
Words
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We see things

• not as they are
• but as we are

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Listen well so themessage sentand themessage
received are what you want
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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

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Our behaviours can be
logical
considered
mature

• Take responsibility! Own your role in
  relationships and circumstances
• Choose your responses
• Interrupt reactive patterns
• Dont react communicate!

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Communication Styles
The Accountant
The Director
The Stabiliser
The Party Person
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Creating Empathy By What We Think
Empathy is learning to listen with you head and
your heart

• Take seriously the other persons needs and
  concerns.
• We must value their right to their feelings and
  attitudes.
• Their privacy, values and experiences.
• Reserve judgment and blame.

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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

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Empathy Blockers!

• Domination
• Threatening
• Ordering
• Criticizing
• Name Calling
• Shoulding

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Empathy Blockers!

• Manipulation
• Withholding relevant information
• Interrogating
• Praising to manipulate

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Empathy Blockers!

• Disempowerment
• Diagnosing motives
• Untimely advice
• Changing the topic

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Empathy Blockers!

• Denial
• Refusing to address
• the issue

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The Communication Process

• 7 VERBAL What you said
• 38 VOCAL How you said it
• 55 VISUAL Body language/non verbal

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We have to remember

• Much communication is unconscious
• Much communication is unintentional
• Much communication is incongruent

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• Communication is congruent when
• What we Say and what we Do match.

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Managing Conflict
In situations of crisis and potential conflict
always remember star S T A R

• We need to STOP
• THINK
• ANALYSE
• RESPOND

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Conflict Resolution Strategies

• AVOID Wait/See
• FORCE Win/Lose
• ACCOMMODATE Lose/Win
• COMPROMISE Lose/Win
• COLLABORATE Win/Win

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The Five Steps in Resolving Conflict

• Pray about the Problem Together
• Clarify the Issues Focus on the Needs and Goals
• Understand Each Others Perspective
• Break the Conflict into Small Steps
• Give and Take