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Conflict-Related Communication Skills

Conflict-Related Communication Skills. Tom Sebok & Jessica Kuchta -Miller UCB Ombuds Office January 2014. Agenda. Ombuds Office Function Focus on Skills: Understanding others’ concerns Raising your concerns Suggestions/Tips. About the Ombuds Office.

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Conflict-Related Communication Skills

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  1. Conflict-Related Communication Skills Tom Sebok & Jessica Kuchta-Miller UCB Ombuds Office January 2014

  2. Agenda Ombuds Office Function Focus on Skills: • Understanding others’ concerns • Raising your concerns Suggestions/Tips

  3. About the Ombuds Office The Ombuds Office follows the Code of Ethics and Standards of Practice of the International Ombudsman Association. The key elements are:

  4. Four Key Elements of IOA • 1. Confidentiality

  5. Four Key Elements of IOA • 2. Impartiality

  6. Four Key Elements of IOA • 3. Independence

  7. Four Key Elements of IOA • 4. Informality

  8. About the Ombuds Office

  9. Fight or Flight . . . and the Reptilian Brain

  10. Pair up

  11. Skills for Understanding Others’ Concerns

  12. The Importance of Listening

  13. Skills • Listen to Understand

  14. Skills • Ask Open-Ended Questions

  15. Pair up again . . . but with a different partner

  16. New Ideas?

  17. Skills for Raising Your Concerns

  18. Facts –Impact-Requests

  19. Exercise!

  20. “I” Statements

  21. Describe the Gap

  22. Tips

  23. Campus Resources • Ombuds Office • Counseling and Psychological Services (CAPS) • Office of Discrimination and Harassment • Students of Concern (VC for Student Affairs office) • Office of Student Conduct • Office of Victim Assistance • CUPD

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