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Communication and Conflict Management

This document discusses communication and conflict management. It provides information on communication styles, both verbal and nonverbal. It also discusses creating empathy, managing conflict, and resolving conflict through strategies like collaborating for a win-win solution. The document emphasizes taking responsibility, interrupting reactive patterns, listening with empathy, and resolving issues through open communication.

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Zinneerah Hiba
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37 views19 pages

Communication and Conflict Management

This document discusses communication and conflict management. It provides information on communication styles, both verbal and nonverbal. It also discusses creating empathy, managing conflict, and resolving conflict through strategies like collaborating for a win-win solution. The document emphasizes taking responsibility, interrupting reactive patterns, listening with empathy, and resolving issues through open communication.

Uploaded by

Zinneerah Hiba
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Communication and Conflict

Management
- Somolekha
Eyes

Face Communication

Is the way we
Body interact
Voices with fellow humans

Words
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
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:
logical considered mature

• Take responsibility! Own your role in


relationships and circumstances
• Choose your responses
• Interrupt reactive patterns
• Don’t react – communicate!
Communication Styles

The Director The Accountant

The Stabiliser
The Party Person
Creating Empathy By What We
Think:
Empathy is learning to listen with you head
and your heart

• 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.
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!

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

• 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
STAR

We need to: STOP


THINK
ANALYSE
RESPOND
Conflict Resolution Strategies

• 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

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