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Communication and Conflict Management. Leadership Certificate – Level 1. Communication. Eyes. Face. Is the way we interact with fellow humans. Body. Voices. Words. We see things:. not as they are but as we are.

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Communication and conflict management

Communication and Conflict Management

Leadership Certificate – Level 1


Communication
Communication

Eyes

Face

Is the way we

interact

with fellow humans

Body

Voices

Words


We see things
We see things:

not as they are

but as weare


Listen well so the message sent and the message received are what you want
Listen well so themessage sentand themessage receivedare what you want


Taking responsibility for how we think means
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


Our behaviours can be
Our behaviours can be:

logical

considered

mature

  • Take responsibility! Own your role in relationships and circumstances

  • Choose your responses

  • Interrupt reactive patterns

  • Don’t react – communicate!


Communication styles
Communication Styles

The Accountant

The Director

The Stabiliser

The Party Person


Creating empathy by what we think
Creating Empathy By What We Think:

  • Take seriously the other person’s needs and concerns.

  • We must value their right to their feelings and attitudes.

  • Their privacy, values and experiences.

  • Reserve judgment and blame.

Empathy is learning to listen with you head

and your heart


Creating empathy by what we do
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


Empathy blockers
Empathy Blockers!

Domination:

Threatening

Ordering

Criticizing

Name Calling

‘Should’ing”


Empathy blockers1
Empathy Blockers!

  • Manipulation:

    Withholding relevant information

    Interrogating

    Praising to manipulate


Empathy blockers2
Empathy Blockers!

Disempowerment:

Diagnosing motives

Untimely advice

Changing the topic


Empathy blockers3
Empathy Blockers!

Denial:

Refusing to address

the issue


The communication process
The Communication Process

  • 7% VERBAL – What you said

  • 38% VOCAL – How you said it

  • 55% VISUAL – Body language/non verbal


We have to remember
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 Domatch.


Managing conflict
Managing Conflict

In situations of crisis and potential conflict always remember star

S T A R

We need to: STOP

THINK

ANALYSE

RESPOND


Conflict resolution strategies
Conflict Resolution Strategies

  • AVOID Wait/See

  • FORCE Win/Lose

  • ACCOMMODATE Lose/Win

  • COMPROMISE Lose/Win

  • COLLABORATE Win/Win


The five steps in resolving conflict
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


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