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    Ardana Windriya
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    This document provides an overview of communication and conflict management. It discusses communication styles, the communication process which is mostly non-verbal, and the importance of congruent communication. It also outlines strategies for managing conflict, including stopping to think and analyze before responding, and different conflict resolution approaches like avoiding, forcing decisions, accommodating others, compromising, or collaborating. The overall goal is to improve interactions and resolve disputes in a constructive win-win manner.

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    konflik

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    This document provides an overview of communication and conflict management. It discusses communication styles, the communication process which is mostly non-verbal, and the importance of congruent communication. It also outlines strategies for managing conflict, including stopping to think and analyze before responding, and different conflict resolution approaches like avoiding, forcing decisions, accommodating others, compromising, or collaborating. The overall goal is to improve interactions and resolve disputes in a constructive win-win manner.

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    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    3 views10 pages

    Communication and Conflict Management

    Uploaded by

    Ardana Windriya
    This document provides an overview of communication and conflict management. It discusses communication styles, the communication process which is mostly non-verbal, and the importance of congruent communication. It also outlines strategies for managing conflict, including stopping to think and analyze before responding, and different conflict resolution approaches like avoiding, forcing decisions, accommodating others, compromising, or collaborating. The overall goal is to improve interactions and resolve disputes in a constructive win-win manner.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 10

    Communication and Conflict

    Management
    Leadership Certificate Level 1

    Eyes

    Communication

    Face

    Body
    Voices

    Words

    Is the way we
    interact
    with fellow humans

    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

    Communication Styles
    The Director

    The Accountant

    The Stabiliser
    The Party
    Person

    The Communication Process


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

    We have to remember:
    Much communication is unconscious
    Much communication is unintentional
    Much communication is incongruent

    Communication is congruent when:


    What we Say and what we Do
    match.

    Managing Conflict
    In situations of crisis and potential conflict always remember star

    S TAR

    We need to:

    STOP
    THINK
    ANALYZE
    RESPOND

    Conflict Resolution Strategies

    AVOID
    FORCE/COMPETITOR
    ACCOMMODATE
    COMPROMISE
    COLLABORATE

    Wait/See
    Win/Lose
    Lose/Win
    Lose/Lose
    Win/Win

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