Transcript No Slide Title

North Coast Polytechnic Institute
Strategies for Prevention
…rather than Reaction
Conflict Resolution;
Verbal & Non Verbal
Communication
PRESENTED FOR:
Southern State Community College
North Coast Polytechnic Institute
William D. Healy
Director
(440) 353-0796
Web: www.ncpi-ohio.com
E-mail: [email protected]
PRESENTED FOR:
Southern State Community College
Communication is humanity’s
supreme achievement
• Effective Communication = Successful
Intervention
• Ineffective Communication = Unsuccessful
Intervention
• Recognize main causes of conflict
• Recognize what escalates & deescalates 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
5 Main Causes of Conflict
Recognizing these causes is the first step
in dealing with conflict situations.
• Differing
values
• Making
assumptions
• Differing
expectations
• Differences in
the way you
were brought up
• Knowledge and
ability to cope
with conflict
• There is an increase in emotions
like anger, frustration, etc.
• One feels that they are being
threatened.
The
conflict
• 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.
6
• Attention is focused on the
problem, not the participants
• There is a decrease in emotion
and perceived threat.
The
conflict
• 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.
7
6 Steps to Conflict
Resolution
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.)
8
6 Steps to Conflict
Resolution (cont’d)
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?)
9
6 Steps to Conflict
Resolution (cont’d)
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.)
10
6 Steps to Conflict
Resolution (cont’d)
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.)
11
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.
Strategies for
Prevention
• “The Power of Communication through
Listening”
• Empathetic Listening and Compassion for
People
#1
How well
we Listen
• 55% Non-verbals and Body Language
• 38% How we say words and sounds we
make
• 7% Words we use
#2
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.
#3
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.
#4
How well
we Listen
• Extreme and concentrated listening
requires a lot of patience and openmindedness on the part of the listener.
It is important to make the client feel
that you are listening.
#5
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.
Choose words carefully
• “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.
The goal here is to establish
a rapport with the person
I can understand that you…
– feel that way
– think that
– are concerned
about that
– are upset
– I hear what
you’re saying
– I see what you
mean
– I don’t blame 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)
“First
Impressions”
Group Exercise
• 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.
It has been said that actions speak
louder than words.
Types of nonverbal
communication &
body language
There are many
different types of
nonverbal
communication.
Together, the
following nonverbal
signals and cues
communicate
your interest and
investment in
others.
(#1)
Facial Expressions
Gestures
Eye Contact
Touch
Body movements
and posture
Types of nonverbal
communication &
body language
(#2)
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.
Space
26
• 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.
27