communication and conflict resolution skills - wiu and conflict resolution skills verbal...
TRANSCRIPT
CommunicationandConflict
ResolutionSkills
VerbalCommunication:• Styleofcommunication:Itisimportanttorecognizethateveryonehasadifferentstyleof
communicationwhetheritbetentativevs.directortalkativevs.reserved.• Activelistening:Byrestatingwhattheotherindividualsaidinyourownwordsyounotonlyshow
themthatyouarelistening,butensurethatyouunderstandwhattheyaretryingtocommunicatebeforeresponding.
• Self-disclosure:Revealinginformationaboutyourselfwillenhancetherelationshipbecauseitrequirestrustandenhancestheotherindividualsunderstandingofyoursituation.
NonverbalCommunication:
• Providesinformationdescribingtheemotionalstateofanindividualthatarenotcommunicatedverbally.
• Regulatinginteractions:Nonverbalcommunicationusedinshowingsignsofinterestingettingtoknowsomeoneisanexampleofregulation.
• Definesthetypeofrelationshipthattwopeoplehave(friendsvs.coworker)
**Muchofwhatwecommunicatetoothersisdonenonverballythroughfacialexpressions,bodylanguage,andtouch.
TipsforSuccessfulConflictResolution
• Viewconflictasaconstructivewayofstrengtheningyourrelationships• Ifyouhaveveryfewconflictswiththepeopleinyourlife,pauseandaskyourself:"AmI
denyingoravoidingconflictswiththepeopleIcareabout?"• Communicateinawaythatfacilitatesaproblem-solvingandcaringclimate• Beopen.Donotwithdrawfromtheconflict• Becarefulaboutwhatyousayandhowyousayit• Beanactivelistener.Lettheotherpersonknowinyourownwordsthatyouunderstand
his/herthoughts,wishes,andneeds• Summarizewhatyoudiscussandmakeplanstocontinuethediscussiontowardresolution