non-violent dispute resolution © personal perimeter, llc,

Non-Violent Dispute Resolution

© Personal Perimeter, LLC, http://www.PersonalPerimeter.com 1

Situational Awareness


Pay attention to your physical surroundings

• Consider safe parking location - lighting conditions• Look before entering• Know where the exits are located


Pay attention to people around you

• Loitering• Seasonally inappropriate attire (i.e. coat during warm

weather) • Conversation / Words / Tone • Actions by others

• Clinched fists • Rapid or deep breathing • Excessive sweating • Crying


Be safety conscious at all times

• Lock car doors• Single lane at a drive-thru (boxed in)• ATM transactions• Buddy system


Communication Techniques


Communication Techniques

• Use of effective communication plays a key role in conflict resolution or conflict avoidance. Good verbal and non-verbal communication may help to avoid or diffuse a situation. Being a better communicator may prevent the escalation of conflicts.


Verbal

• Factors to consider• Audience• Age• Culture• Education / profession

• Choice of words• Jargon• Positive / negative• Offensive

• Tone• Volume


Non-verbal Communication

• Body language / movements / stance• use appropriate body language for the situation

• Eye contact / lack of eye contact • Personal space (distance between individuals)


Barriers Affecting Communication

• Environmental factors• Noise (radio, traffic, other conversations)• Time of day (day vs. night)• Location (outside, inside a building etc.)

• Language• Secondary language• Dialect


Barriers Affecting Communication

• Physical / emotional factors• Hearing• Sight• Prior interaction with the person• Anger• Fear

• Cultural• Direct eye contact is expected or acceptable in some cultures,

while in others is it would be considered a sign of disrespect.• Personal space or proximity varies among different cultures.


Ego State Theory

Introduced by Eric Berne in the early 1960s


Parent

• Establishes rules - sets boundaries • Provides training • Directive • Disciplinary • Authoritative


Child

• Emotional - quick to anger • Follows directions or rebels • Does not filter what he / she says


Adult

• Does not dictate• Uses good judgment, not emotions, to make decisions• Carefully assesses the situation• Shows respect for others and will compromise when

necessary


non-violent dispute resolution © personal perimeter, llc,

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