1 / 23

Enhancing Communication Skills for Conflict Resolution

Learn about effective communication components, body language for leaders, and the importance of listening in resolving conflicts. Develop skills to create common ground and improve relationships. Reflect on personal listening habits for better workplace interactions.

iorwen
Télécharger la présentation

Enhancing Communication Skills for Conflict Resolution

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. fa presents:

  2. Communicating Conflict • Ma Chung University • Malang, 14th February 2013 Santi Djiwandono - EBA

  3. Conflicts happen do V

  4. communications components receiver message channel sender encoder decoder feedback context

  5. easy to forget communication components 5

  6. easy to forget communication components 6

  7. easy to forget communication components 7

  8. easy to forget communication components distrust external timing internal 8

  9. Communicate with good skill & good will

  10. Body Language • is the management of time, space, appearance, posture, gesture, vocal prosody, touch, smell, facial expression, and eye contact

  11. we’re wired this way

  12. Body Language • is in the eye of the beholder • warmth & authoritative leaders • personal connection, affection, respect • open body postures,palm up hand gestures, a full frontal body orientation, positive eye contact, synchronized movements, head nods, head tilts, smiles • erect posture, command of physical space, purposeful stride, firm handshake, steepling, palm down gestures

  13. Body Language • not all instant impressions are accurate • they don’t consider context • find meaning in a single gestures • they don’t know the baseline • evaluate through the filter of personal biases • evaluate through the filter of cultural bias

  14. Body Language - for Leaders • successful leaders don’t memorize ‘the right’ physical gestures • aware that their body language dramatically impacts colleagues, clients, staff • the most well-meaning behaviors will sometimes be misinterpreted • ever alert to finding authentic ways to align verbal and non- verbal communication

  15. Listening • we will become good listeners only when we can acknowledge that we have a lot to learn

  16. Blocks to Effective Listening • competition • fear • judgements • lack of time

  17. Are you really listening?

  18. Learn to Listen • recognize non-listening behaviors • focus on the speaker • paraphrase • know your own feelings ~if you listen you invite others to be open to you~

  19. How • build integration & engagement • communicate with good skill & good will • adaptive

  20. Common Ground • vision/enemies/sense of urgency • identify • learn • share • measure

  21. Authentic Leaders

  22. Thank you

  23. Reflection Questions • When (time or circumstances) do you fail to listen well on the job? • Think of someone in your organization who listens well. Can you describe what he or she does that leads you to fell heard? • What would you do to make more time for listening at work?

More Related