Transcript Communication & Conflict: How Do I Handle it?

1
OBJECTIVES
1. To appreciate the power and effects of body
language in communication
2. To recognize barriers and strategies for effective
communication
3. To become aware of active listening techniques
4. To realize personal style when experiencing conflict
2
COMMUNICATION…WHAT IS IT???
“The process of communication is what allows
us to interact with other people: without it, we
would be unable to share knowledge or
experiences with anything outside ourselves.
Communication forms include speaking,
writing, gestures, touch, and broadcasting…”
-Wikipedia definition
3
WHAT DOES YOUR BODY LANGUAGE SAY?
http://www.youtube.com/watch?v=5X7fKZTmZa4
4
BARRIERS TO EFFECTIVE COMMUNICATION
• Reduced Sensitivity to Receiver
• Lack of Communication Skills
• Decreased Knowledge of Subject
• Emotional Interference/Distractions
• Lack of Confidence
• Physical Distractions
• Lack of Interest
• Information Overload
• Inadequate Feedback
What others can you think of?
5
BODY LANGUAGE AND COMMUNICATION
6
NONVERBAL INTRODUCTIONS
Objective : to
demonstrate that
nonverbal
communications or
body language can
often be very
effective in
“communicating”
with others
Activity:
1) Find a partner
you do not know
2) On signal,
“introduce self” –
no talking
- may use props,
visuals, pictures,
signs, gestures
7
TRY THIS WITH ME…
 You will hear a
series of
instructions…
 Copy them as fast
as you can….
 Listen carefully…
8
ACTIVE LISTENING
Encouraging
Can you tell me more?”
Clarifying
When did this happen?
Reflecting the emotions
You seem very upset.
Summarizing
These seem to be the key ideas
you’ve expressed…
Restating the facts
So you would like your
parents to trust you
more, is that right?
Validating
I appreciate your willingness to
resolve this matter/
9
AN ACTIVITY TO PRACTICE LISTENING
10
TAKE A
BREAK!
11
STRATEGIES FOR DIFFICULT SITUATIONS
“I” Statements
Strategic Silence
Others speak louder,
you speak softer
Cooling down period:
Gives everyone a
chance to
physically get up
and remove
themselves from
the situation
(briefly)
12
“I” STATEMENTS
• Direct and less threatening way of
asking for what you want
• Use “I” statements to:
Describe the behavior
Express your true feelings about the
behavior
State the outcome of the behavior
13
“I” STATEMENTS
• Avoid blaming
• “You shouldn’t act that way.”
• “You’re acting so immature.”
Instead of saying….
“you are making too much noise….
“You are acting so immature, you should stop
yelling……
14
KNOW YOURSELF = + COMMUNICATION!
E----------------------------------------------I
S----------------------------------------------N
T----------------------------------------------F
J-----------------------------------------------P
15
MULTIPLE INTELLIGENCE THEORY =
+COMMUNICATION
16
CONFLICT
Conflict refers to some
form of friction,
disagreement, or
discord arising within
a group when the
beliefs or actions of
one of more members
of the group are either
resisted by or
unacceptable to one
or more members of
another group Wikipedia
Self Awareness
Activity
Handout:
How I Act in Conflict
(15 minutes)
17
CONFLICT STRATEGIES:
What are you like?
18
SHIFT YOUR PARADIGM…
Conflict = Negative/”Bad”???
OR
Conflict = Opportunity to
strengthen relationships, by
resolving conflict you have an
opportunity to turn it into
something creative and new…
19
20
EVERY CLOSING IS AN OPENING TO SOMETHING ELSE!
21