Conflict Management

Conflict Management

Communication and Conflict Management
Leadership Certificate – Level 1

Eyes Face

Is the way we interact with fellow humans

Body Voices


We see things:
not as they are but as we are

Listen well so the message sent and the message received are what you want

Taking responsibility for how we think means:
• Challenging the validity of our perceptions • Challenging the absoluteness of our perceptions • Challenging the current accuracy of our perceptions

Our behaviours can be:
logical considered mature

• Take responsibility! Own your role in relationships and circumstances • Choose your responses • Interrupt reactive patterns • Don’t react – communicate!

Communication Styles
The Director The Accountant

The Stabiliser The Party Person

Creating Empathy By What We Think:
Empathy is learning to listen with you head and your heart

• Take seriously the other person’s needs and concerns. • We must value their right to their feelings and attitudes. • Their privacy, values and experiences. • Reserve judgment and blame.

Creating Empathy By What We Do
• Be aware of and respectful of any cultural differences • Look at the person and take an active interest in what they are saying • Ask relevant questions for clarification • Use open body language • Be very aware of facial expression • Make affirming gestures • Use a warm vocal tone

Empathy Blockers!
Threatening Ordering Criticizing Name Calling ‘Should’ing”

Empathy Blockers!
• Manipulation: Withholding relevant information Interrogating Praising to manipulate

Empathy Blockers!
Disempowerment: Diagnosing motives Untimely advice Changing the topic

Empathy Blockers!
Denial: Refusing to address the issue

The Communication Process
• 7% VERBAL – What you said • 38% VOCAL – How you said it • 55% VISUAL – Body language/non verbal

We have to remember:
• Much communication is unconscious • Much communication is unintentional • Much communication is incongruent


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