Professional Documents
Culture Documents
Communication and Conflict Management
Communication and Conflict Management
Eyes Face
Communication
Is the way we interact with fellow humans
Body Voices
Words
We see things:
not as they are but as we are
Listen well so the message sent and the message received are what you want
Take responsibility! Own your role in relationships and circumstances Choose your responses Interrupt reactive patterns Dont react communicate!
Communication Styles
The Director The Accountant
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.
Empathy Blockers!
Domination:
Threatening Ordering Criticizing Name Calling Shoulding
Empathy Blockers!
Manipulation: Withholding relevant information Interrogating Praising to manipulate
Empathy Blockers!
Disempowerment: Diagnosing motives Untimely advice Changing the topic
Empathy Blockers!
Denial: Refusing to address the issue
We have to remember:
Much communication is unconscious
Much communication is unintentional Much communication is incongruent
Managing Conflict
In situations of crisis and potential conflict always remember star
S TAR
We need to: