Communication and Document Formatting

1. Communication and Document Formatting • BCS‐BE‐1: The student exhibits appropriate oral and written communication on personal and professional levels. Essential Question: • What are the most effective methods of resolving conflicts?

2. What is Conflict? • an open clash between two opposing groups or individuals • opposition between two simultaneous but incompatible feelings • a state of opposition between persons or ideas or interests • an incompatibility of dates or events; "he noticed a conflict in the dates of the two meetings"

3. Causes of Office Conflict • The Root Causes of Workplace Conflict Are Often Systemic! • Lack of Information • Skill Deficits • Ineffective Organizational Systems

4. What are some of the Costs of Conflict to a Company? • Damage to morale for those remaining at the company • Lost opportunity for growth and success of the company had the department stayed strong and cohesive • Additional expenses, including company benefits for Gary and all other affected staff • New hire – uncertainty of how strong a fit this person will be, and how long it may take before they have fully replaced

5. I vs. You • What is the difference?

6. Conflict Resolution Strategies • Create physical space. • Establish standards of behavior. • Invite critical feedback. • Consider your response to rights vs. needs/wants. • Develop respectful responses to disrespectful behavior. • Do not shoulder the blame for criticisms that are not yours to own.

7. Conflict Resolution Strategies continuted • Listen with respect and respond with care. • Stick to issues and behaviors. • Choose and use a level of assertion; especially try empathetic. • Initiate contact with, “Specifically, how can I be helpful to you? • Maintain your focus on, “We can work this out.”

8. Conflict Resolution Strategies continuted • Expect respect. (“We can work this out when you stop yelling.”) • Say what you mean in specific terms (we can’t read minds). • Use fair humor (quips, toys, stickers, etc.). • Keep congruent – words, tone actions. • Avoid debate. • Use sure signals for confidence. (Head up, face forward, eye contact, shoulders back, steady stance, posture straight, no leaning)

9. Conflict Resolution Strategies continuted • Give people a way out.  Establish choices. • Refuse the win-lose perspective. • Breathe.  Fully breathe for calm and for conveying steadiness and confidence.

10. Conflict Resolution Strategies continuted • Count to 10.  Use silence to increase your calm.  It’s valuable to “leave unsaid the wrong thing at the tempting moment.” • Speak from the “same side of the table.” • Tangible reminders to respond appropriately. • Build your credibility with your language and actions of deny Junk Talk and raise WOW!

11. What is the difference? Being Assertive • Confidently self-assured; positive • He is too assertive as a salesman. • Characterized by aggression: aggressive behavior. • Inclined to behave in an actively hostile fashion: an aggressive regime. Being Aggressive

12. Conflict Resolution Model • Use the internet to research the conflict resolution model • Create, label and define all parts of the communication model. (You can use a chart, Thinking Map, Flow Chart, etc.) You can use MS Word or construction paper