Conflict related communication skills
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Conflict-Related Communication Skills. Tom Sebok & Jessica Kuchta -Miller UCB Ombuds Office January 2014. Agenda. Ombuds Office Function Focus on Skills: Understanding others’ concerns Raising your concerns Suggestions/Tips. About the Ombuds Office.

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Conflict-Related Communication Skills

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Conflict-Related Communication Skills

Tom Sebok & Jessica Kuchta-Miller

UCB Ombuds Office

January 2014


Agenda

Ombuds Office Function

Focus on Skills:

  • Understanding others’ concerns

  • Raising your concerns

    Suggestions/Tips


About the Ombuds Office

The Ombuds Office follows the Code of Ethics and Standards of Practice of the International Ombudsman Association.

The key elements are:


Four Key Elements of IOA

  • 1. Confidentiality


Four Key Elements of IOA

  • 2. Impartiality


Four Key Elements of IOA

  • 3. Independence


Four Key Elements of IOA

  • 4. Informality


About the Ombuds Office


Fight or Flight . . . and the Reptilian Brain


Pair up


Skills for Understanding Others’ Concerns


The Importance of Listening


Skills

  • Listen to Understand


Skills

  • Ask Open-Ended Questions


Pair up again . . . but with a different partner


New Ideas?


Skills for Raising Your Concerns


Facts –Impact-Requests


Exercise!


“I” Statements


Describe the Gap


Tips


Campus Resources

  • Ombuds Office

  • Counseling and Psychological Services (CAPS)

  • Office of Discrimination and Harassment

  • Students of Concern (VC for Student Affairs office)

  • Office of Student Conduct

  • Office of Victim Assistance

  • CUPD


  • Login