PRESENTED FOR:

Southern State Community College

North Coast Polytechnic InstituteNorth Coast Polytechnic Institute

Strategies for Prevention…rather than Reaction

Conflict Resolution; Verbal & Non Verbal Communication

PRESENTED FOR:

Southern State Community College

North Coast Polytechnic InstituteNorth Coast Polytechnic Institute

William D. HealyDirector(440) 353-0796 Web: www.ncpi-ohio.comE-mail: info@ncpi-ohio.com

Communication is humanity’s supreme achievement

• Effective Communication = Successful Intervention

• Ineffective Communication = Unsuccessful Intervention

• Recognize main causes of conflict

• Recognize what escalates & de-escalates conflict

• Understand that communication is composed of verbal, non-verbal and para-verbal elements

• Discuss methods that can be used to develop more effective listening skills

• Discuss nonverbal communication and body language

• Differing values

• Making assumptions

• Differing expectations

• Differences in the way you were brought up

• Knowledge and ability to cope with conflict

Recognizing these causes is the first step in dealing with conflict

situations.

5 Main Causes of Conflict

5 Main Causes of Conflict

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• There is an increase in emotions like anger, frustration, etc.

• One feels that they are being threatened.

• People get involved, choosing sides.

• The individuals were not friendly prior to the conflict.

• The individuals have few peace making skills.

• They like to engage in conflict.

The conflict

The conflict

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• Attention is focused on the problem, not the participants

• There is a decrease in emotion and perceived threat.

• The individuals were friendly prior to the conflict.

• They know how to make peace, or have someone help them do so.

• There is a desire to reduce conflict.

The conflict

The conflict

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1. Discuss the situation in a respectful manner

2. Be specific

3. Discuss how a conflict (or problem) impacts them, you, the work group or project. (What do you feel is going on?) (Remember, you are asking not telling.)

6 Steps to Conflict Resolution

6 Steps to Conflict Resolution

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4. Ask for the specific cause of the conflict.

(From your perspective, what is happening here?) (Yes, I can imagine the challenge this presents – and we need to come up with a solution. What ideas might you have?)

6 Steps to Conflict Resolution (cont’d)6 Steps to Conflict Resolution (cont’d)

10

5. Ask for the solution.

(For instance, “What do

you think you need to do to

help solve this situation?

What is the next step?”)

(This brings in

accountability.)

6 Steps to Conflict Resolution (cont’d)6 Steps to Conflict Resolution (cont’d)

11

6. Agree on the action to be

taken.

(This step is often missed

and it’s the most important

one. Close on a positive note

and ask them to get back to

you on the outcome.)

6 Steps to Conflict Resolution (cont’d)6 Steps to Conflict Resolution (cont’d)

Conflicts are:

• Inevitable.• Potentially beneficial, if

appropriate management strategies are used.

• Now that you know the ‘main causes of conflict and different conflict resolution approaches’, you are better equipped to recognize and deal with any future conflicts.

• “The Power of Communication through Listening”

• Empathetic Listening and Compassion for People

Strategies for Prevention

How well we Listen

• 55% Non-verbals and Body Language

• 38% How we say words and sounds we make

• 7% Words we use

#1

How well we Listen

• Listening is an art of actively paying attention to a person’s words, nonverbal cues, and feelings that are indirectly expressed. We listen to what he or she says, feels and expresses through gestures.

#2

How well we Listen

• We listen to what the person “means” by comparing his or her words with the feelings we get from the nonverbal language. We listen to how a word is used, how a sigh is expressed, how the voice sounds, and what the face shows.

#3

How well we Listen

• Extreme and concentrated listening requires a lot of patience and open-mindedness on the part of the listener. It is important to make the client feel that you are listening.

#4

How well we Listen

• Use good nonverbal behaviors like eye contact, nodding the head, touching the hand, etc. Restate the words of the person to let him or her know that he or she has been heard. This can help to clarify what the person has expressed.

#5

• “I’ll try”

– These words show no commitment.

• “But”– Hints that whatever comes next is

negative.

• “It’s (Not) our policy”

– State what the policy is to the person. Inform and provide options.

Choose words carefully

The goal here is to establish a rapport with

the person

– I hear what you’re saying

– I see what you mean– I don’t blame you

– feel that way– think that– are concerned

about that– are upset

I can understand that you…

The goal here is to establish a rapport with

the person

• “Others have felt the same way”• “No one likes that”• “I’ve felt that way at times myself”

This approach takes the focus away from the person’s singular position and lets them know they are not alone.

Nonverbal communication, or body language, is a vital form of communication. When we interact with others, we continuously give and receive countless wordless signals. All nonverbal behaviors – the gestures we make, the way we sit, how fast or how loud we talk, how close we stand, how much eye contact we make – send strong messages.

The power of nonverbal communication and body

language (1)

The nonverbal signals you send either produce a sense of interest, trust and desire for connection – or they generate disinterest, distrust and confusion.

The power of nonverbal communication and body

language (2)

• Review the “First Impressions” handout and discuss what nonverbal messages you might be sending in each of the twelve nonverbal behaviors.

• Be prepared to discuss with class.

“First Impressions”

Group Exercise

It has been said that actions speak louder than words.

There are many different types of

nonverbal communication.

Together, the following nonverbal

signals and cues communicate

your interest and investment

in others.

Types of nonverbal communication & body language(#1)

Facial ExpressionsGestures

Eye Contact

Touch

Body movements and posture

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Think about the messages given by the following: a firm handshake; a timid tap on the shoulder; a warm bear hug; a reassuring pat on the back; a patronizing pat on the head; or a controlling grip on your arm.

Types of nonverbal communication & body language(#2)

Space

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• Effective communication and the development of effective listening skills is critical for recognizing and preventing a “Conflict” from turning into a “Crisis”.

• We need to develop strategies for “Prevention” rather than “Reaction”

• Build relationships with patients/clients, so you can recognize the verbal, nonverbal, and paraverbal cues they exhibit.