Essential Communication Skills For Conflict Resolution

Essential
Communication Skills
for Conflict Resolution
Dr Tim Baker
tim@winnersatwork.com.au
www.winnersatwork.com.au
Unit 1—The Five Approaches to
Dealing with Conflict
Unit 2—Understanding People

& their Personalities
Unit 3—Managing Emotion in

Conflict Situations
Unit 4—Being Assertive, Not

Aggressive or Passive
Unit 5—Essential
Communication Skills for
Conflict Resolution
Unit 6—Giving & Receiving

Constructive Criticism
Non-
Speaking Listening
verbals
SBI Model
In this morning’s meeting (Situation), when
you raised that issue about following up on
• Situation the project we’ve just completed (Behaviour),
• Behaviour
you refocused our attention on something
that was important to the team’s
• Impact
performance (Impact).
Yesterday in the meeting (Situation), when

you raised your voice at me in the meeting
when I disagreed with you (behaviour), I
felt disrespected and embarrassed (Impact).
Restating the other
person’s comment in
your own words.
Why Paraphrase …
• To check that you have understood
• To let your manager know that you
understand
• To take control of the conversation
Paraphrasing In other words …
1 2 3
Check you Show that you do Take control off the
understand understand conversation
• Paraphrasing: Repeating what you have just heard in your
own words – Without parroting. “So the insurance
companies aren’t going to accept your claim because the
accident happened on your way home from work”
Reflection or • Reflecting feelings: Focus on feeling words - “If I were
Paraphrasing having that experience, what would I be feeling?”
• Summative reflections: Restatement of the main themes

and feelings “It sounds like the hail damage to your car
during exam week has made you feel stressed and upset”
Listening
• Listening is the process of taking in what we hear and
mentally organising it to make sense of the information.
• Listening techniques also assist us to decode non-verbal

communication.
• Non-verbal communication is not always easy to

decode!
Listening
• People spend between 70 and 80% of their day
engaged in some form of communication, and about
55% of their time is devoted to listening.
• The average number of words you're able to listen
to per minute is around 450. But we speak at 125-
175 wpm
• You might be surprised to learn that your words only
convey about 7% of what you're trying to say. The
other 93% is communicated through facial
expressions and the tone of your voice.
• Five types of listening:
1. Pseudo listening
2. Appreciative listening
3. Empathetic listening
4. Comprehensive listening
5. Critical listening
HURIER LISTENING MODEL
• Hearing - The physiology of hearing and attention
• Understanding - Personal filters

The • Remembering - Short term and long-term memory
Process of • Interpreting – Decoding nonverbal behavior
Listening • Evaluating - Understanding principles of persuasion and

critical thinking to evaluate the validity of a message.
• Responding - Choosing an appropriate response from

among the alternatives (assertive and supportive
responses, feedback and active listening skills)
Skill Set
A good listener can:
• Be patient
• Ask the right questions
• Recognise, separate and evaluate fact from
inference
• Think critically
• Recognise patterns
• Group like material
• Reflect
• Paraphrase
• Demonstrate positive regard and empathy
Attending skills are culturally sensitive - To understand
what is appropriate ask questions of one another.
Regardless of culture, attending skills involve:
In western culture this involves leaning

forward, arms and legs unfolded, no
A posture of Involvement -
Attending barriers, face the person, keep an
appropriate distance
Skills Appropriate body motion
Appropriate eye contact
Non-distracting environment
Your homework
Practise some of these skills and reflect
on how successful they have been.
Unit 1—The Five Approaches to
Dealing with Conflict
Unit 2—Understanding People

& their Personalities
Unit 3—Managing Emotion in

Conflict Situations
Unit 4—Being Assertive, Not

Aggressive or Passive
Unit 5—Essential
Communication Skills for
Conflict Resolution
Unit 6—Giving & Receiving

Constructive Criticism

Essential Communication Skills For Conflict Resolution

Uploaded by

Copyright:

Available Formats

Essential Communication Skills For Conflict Resolution

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Essential Communication Skills For Conflict Resolution

Uploaded by

Copyright:

Available Formats

Essential

Unit 2—Understanding People

Unit 3—Managing Emotion in

Unit 4—Being Assertive, Not

Unit 6—Giving & Receiving

Yesterday in the meeting (Situation), when

Reflection or • Reflecting feelings: Focus on feeling words - “If I were

Paraphrasing having that experience, what would I be feeling?”

• Summative reflections: Restatement of the main themes

• Listening techniques also assist us to decode non-verbal

• Non-verbal communication is not always easy to

• Hearing - The physiology of hearing and attention

• Understanding - Personal filters

Process of • Interpreting – Decoding nonverbal behavior

Listening • Evaluating - Understanding principles of persuasion and

• Responding - Choosing an appropriate response from

Regardless of culture, attending skills involve:

In western culture this involves leaning

Skills Appropriate body motion

Appropriate eye contact

Unit 2—Understanding People

Unit 3—Managing Emotion in

Unit 4—Being Assertive, Not

Unit 6—Giving & Receiving

You might also like