Professional Documents
Culture Documents
Management
- Somolekha
Eyes
Face Communication
Is the way we
Body interact
Voices with fellow humans
Words
We see things:
The Stabiliser
The Party Person
Creating Empathy By What We
Think:
Empathy is learning to listen with you head
and your heart
Domination:
Threatening
Ordering
Criticizing
Name Calling
‘Should’ing”
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
The Communication Process
• 7% VERBAL – What you said
• AVOID Wait/See
• FORCE Win/Lose
• ACCOMMODATE Lose/Win
• COMPROMISE Lose/Win
• COLLABORATE Win/Win
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