Communication and conflict resolution skills

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#Communication and Conflict Resolution Skills

ContentsCommunication and LeadershipInspirational Speaking and WritingSix Principles of PersuasionNonverbal Communication and VideoconferencingListening as a Leadership SkillHow to Make the RoundsOvercoming Cross-Cultural Communication BarriersConflict-Handling Styles Conflict Management StylesNegotiating and BargainingNegotiation TechniquesSummary

Presentation Sections Part One : The BodyPart Two : The HeartPart Three : The BrainPart Four : The Terminals Part OneCommunication and LeadershipInspirational Speaking and WritingSix Principles of Persuasion

"Developing excellent communication skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can't get a message across clearly and motivate others to act on it, then having a message doesn't even matter."Communication and Leadership

Effective leaders are also effective communicatorsTo be effective, the leader must synchronize verbal and nonverbal behaviorTechnology has had a meaningful impact on leaders communication and coordination

Inspirational Speaking and WritingA - A Variety of Inspirational TacticsBe credibleGear your message to the listenerSell group members on the benefits of your suggestionsUse heavy-impact and emotion-provoking wordsUse anecdotes and metaphors to communicate meaning

Back up conclusions with data (to a point)Minimize language errors, junk words, and vocalized pausesWrite crisp, clear memos, letters, and reports, including a front-loaded messageUse business jargon in appropriate doses

Inspirational Speaking and WritingB -Use a Power-Oriented Linguistic StyleSpeak loudly enoughDownplay uncertaintyUse the pronoun IMinimize the number of questions you askMinimize self-deprecationOffer negative feedback directlyMake your point quickly

Speak directly, not indirectlyWeed out wimpy wordsKnow exactly what you wantSet the agenda and make listeners comfortableBe bold in your statementsIncrease your listeners receptivity through effective framing

Six Principles of Persuasion1. Liking: People like those who like them2. Reciprocity: People repay in kind3. Social proof: People follow the lead of similar others4. Consistency: People align with their clear commitments5. Authority: People defer to experts6. Scarcity: People want more of what they can have less of

1. Liking: People like those who like them

2. Reciprocity: People repay in kind

3. Social proof: People follow the lead of similar others

4. Consistency: People align with their clear commitments

5. Authority: People defer to experts

6. Scarcity: People want more of what they can have less of

Self Presentation Approaches

End of Part one Any Questions ?Thank you for your great participationPart TwoNonverbal Communication and VideoconferencingListening as a Leadership SkillHow to Make the Rounds

Take advantage of every opportunity to practice your communication skills so that when important occasions arise, you will have the gift, the style, the sharpness, the clarity, and the emotions to affect other people.Nonverbal Communicationand VideoconferencingNonverbal communication rules apply in both live and videoconferencing situationsUse perfect postureUse positive head and hand gesturesIf standing, stand up straight with feet outwardSpeak at a moderate pace with confident voiceSmile frequently and naturallyMaintain eye contactGesture in a natural, friendly wayGuard the time

Nonverbal Communicationand Videoconferencing (contd)Your external image is important to fostering respect and privilege; be well-dressed and neatly groomedVideoconferencing places extra demands on verbal and nonverbal skillsPracticing and rehearsing with videotape ahead of time is helpfulListening as a Leadership SkillTwo impediments to effective listening by leaders are not enough time

the speed difference between speaking and listeningListening as a Leadership Skill (contd)There are two strategies that a leader can employ

Selective listening

Making the roundsHow to Make the Rounds

End of Part TwoAny Questions ?Thank you for your Effective participationPart ThreeOvercoming Cross-Cultural Communication BarriersConflict-Handling Styles Conflict Management Styles

To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.

Overcoming Cross-CulturalCommunication BarriersBe aware that differences exist and are importantChallenge your cultural assumptionsShow respect for all workersUse straightforward language and speak slowly and clearlyLook for signs of misunderstandingWhen appropriate speak in their language

Overcoming Cross-CulturalCommunication Barriers (contd)Observe cross-cultural differences in etiquetteDo not judge style, accent, grammar or personal appearanceAvoid racial or ethnic identificationLearn cultural nonverbal customsLook for uniqueness in individuals, not race, ethnic, or culturally-based physical attributes

Cultural Mistakes to Avoid with Selected Cultural GroupsEngland-Asking personal questions.-Thinking they are unzealous.-Gossiping about royalty.

France-Expecting to complete work during lunch time. -Expecting to conduct business during August. -Greeting a French person for the first time and not using a title.

Italy-Eating too much pasta.-Handing out business cards freely.Cultural Mistakes to Avoid with Selected Cultural Groups (contd)Spain -Expecting punctuality.-Making American sign for OK.Scandinavia-Being overly rank-conscious.Asian countries-Praising individuals in the front of others.Cultural Mistakes to Avoid with Selected Cultural Groups (contd)Japan-Shaking hands or hugging Japanese in public.-Not interpreting we will consider it as no.-Not offering small gifts when conducting business.-Giving your business card more than once.China-Using black borders on stationery or business cards.-Offering small gifts when conducting business.-Making cold calls on the first time business meeting. Indian-Saying, you do not prefer to eat with your hands. Conflict-Handling Styles According to the Degree of Cooperation and Assertiveness

Conflict Management StylesThe competitive style is a desire to win ones own concerns at the expense of the other party, or to dominateThe accommodative style favors appeasement, or satisfying the others concerns without taking care of ones ownThe sharing style is halfway between domination and appeasementConflict Management Styles (contd)The collaborative style reflects a desire to fully satisfy the desires of both partiesThe avoidant style combines unassertiveness and a lack of cooperationAppropriate Situations for Using the Five Modes of Conflict Resolution APPROPRIATE SITUATIONCONFLICT-HANDLING MODE-In emergency-On important and vital organizational issues-Against people who take undeserved advantage. Competing-When compromise is very important.-When your objective is to learn.-To gain commitment and consensus.-To work through feelings that have interfered with a relationship. CollaboratingAppropriate Situations for Using the Five Modes of Conflict Resolution (contd) APPROPRIATE SITUATIONCONFLICT-HANDLING MODE-When goals are important but not worth more assertive modes.-When competing with opponent with equal power.-To achieve temporary settlements of complex issues or under time pressure.-When collaboration or competition is unsuccessful.Sharing (Compromising)-When more important issues are pressing.-When others can resolve the conflict more effectively.-To let people cool down.-When available information supersedes making an immediate decision. AvoidingAppropriate Situations for Using the Five Modes of Conflict Resolution (contd) APPROPRIATE SITUATIONCONFLICT-HANDLING MODE-When you are wrong. To build social credits for later issues.-When issues are more important to others than to you.-To minimize the loss.-When harmony and stability are important.-To allow group members to develop by learning from mistakes. Accommodating

End of Part ThreeAny Questions ?Thank you for your attractive participationPart FourNegotiating and BargainingNegotiation TechniquesSummary

Negotiation is not a policy. It's a technique. It's something you use when it's to your advantage, and something that you don't use when it's not to your advantage.Negotiating and BargainingConflicts can be considered situations calling for negotiating and bargaining, or conferring with another person in order to resolve a problemTwo approaches to negotiation:Distributive bargainingIntegrative bargaining

Negotiation TechniquesListen first to investigate what the other side wantsBegin with a plausible demand or offerFocus on interests, not positionSearch for the value in differences between the two sidesBe sensitive to international differences in negotiating style

SummaryEffective leaders are effective communicatorsLeaders may develop inspirational and powerful speaking and writing by following a set of suggestionsA power-oriented linguistic style is one way to communicate with inspiration and power

Summary (contd)Leaders can improve their communication by following the six principles of persuasionSkill can also be developed in using nonverbal communication

Summary (contd)Overcoming cross-cultural communication barriers is another leadership challengeLeaders must also be skilled in conflict management and negotiations

End of Part fourAny Questions ?Thank you for your participation

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