Communication and conflict resolution skills

#Communication and Conflict Resolution Skills

Contents

Communication and Leadership

Inspirational Speaking and Writing

Six Principles of Persuasion

Nonverbal Communication and Videoconferencing

Listening as a Leadership Skill

How to Make the Rounds

Overcoming Cross-Cultural Communication Barriers

Conflict-Handling Styles

Conflict Management Styles

Negotiating and Bargaining

Negotiation Techniques

Summary

Presentation Sections

Part One : The Body

Part Two : The Heart

Part Three : The Brain

Part Four : The Terminals

Part One

Communication and

Leadership

Inspirational Speaking

and Writing

Six 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 communicators

• To be effective, the leader must synchronize verbal and nonverbal behavior

• Technology has had a meaningful impact on leaders’ communication and coordination

Inspirational Speaking and WritingA - A Variety of Inspirational Tactics

1. Be credible

2. Gear your message to the listener

3. Sell group members on the benefits of your suggestions

4. Use heavy-impact and emotion-provoking words

5. Use anecdotes and metaphors to communicate meaning

6. Back up conclusions with data (to a point)

7. Minimize language errors, junk words, and vocalized pauses

8. Write crisp, clear memos, letters, and reports, including a front-loaded message

9. Use business jargon in appropriate doses

Inspirational Speaking and WritingB -Use a Power-Oriented Linguistic Style

1. Speak loudly enough

2. Downplay uncertainty

3. Use the pronoun “I”

4. Minimize the number of questions you ask

5. Minimize self-deprecation

6. Offer negative feedback directly

7. Make your point quickly

8. Speak directly, not indirectly

9. Weed out wimpy words

10. Know exactly what you want

11. Set the agenda and make listeners comfortable

12. Be bold in your statements

13. Increase your listener’s receptivity through effective framing

Six Principles of Persuasion

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

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 ?

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Part Two

Nonverbal Communication

and Videoconferencing

Listening as a Leadership

Skill


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 Videoconferencing

Nonverbal communication rules apply in both live and videoconferencing situations

Use perfect posture

Use positive head and hand gestures

If standing, stand up straight with feet outward

Speak at a moderate pace with confident voice

Smile frequently and naturally

Maintain eye contact

Gesture in a natural, friendly way

Guard the time

Nonverbal Communicationand Videoconferencing (cont’d)

Your external image is important to

fostering respect and privilege; be well-

dressed and neatly groomed

Videoconferencing places extra

demands on verbal and nonverbal

skills

Practicing and rehearsing with

videotape ahead of time is helpful

Listening as a Leadership Skill

Two impediments to effective listening by leaders are

not enough time

the speed difference between speaking and listening

Listening as a Leadership Skill (cont’d)

There are two strategies that

a leader can employ

Selective listening

Making the rounds


End of Part TwoAny Questions ?

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Part Three

Overcoming Cross-Cultural

Communication Barriers

Conflict-Handling 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 Barriers

1. Be aware that differences exist and are

important

2. Challenge your cultural assumptions

3. Show respect for all workers

4. Use straightforward language and speak

slowly and clearly

5. Look for signs of misunderstanding

6. When appropriate speak in their language

Overcoming Cross-CulturalCommunication Barriers (cont’d)

7. Observe cross-cultural differences in etiquette

8. Do not judge style, accent, grammar or

personal appearance

9. Avoid racial or ethnic identification

10. Learn cultural nonverbal customs

11. Look for uniqueness in individuals, not race,

ethnic, or culturally-based physical attributes

Cultural Mistakes to Avoid with Selected Cultural Groups

England

-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 (cont’d)

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 (cont’d)

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


1. The competitive style is a desire to win one’s own concerns at the expense of the other party, or to dominate

2. The accommodative style favors appeasement, or satisfying the other’s concerns without taking care of one’s own

3. The sharing style is halfway between domination and appeasement

Conflict Management Styles (cont’d)

4. The collaborative style reflects a

desire to fully satisfy the desires

of both parties

5. The avoidant style combines

unassertiveness and a lack of

cooperation

Appropriate 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.

Collaborating

Appropriate Situations for Using the Five

Modes of Conflict Resolution (cont’d)


-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.

Avoiding

Appropriate Situations for Using the Five

Modes of Conflict Resolution (cont’d)


-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 ?

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Part Four

Negotiating and

Bargaining

Negotiation

Techniques

Summary

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 Bargaining

Conflicts can be considered situations

calling for negotiating and bargaining,

or conferring with another person in

order to resolve a problem

Two approaches to negotiation:

Distributive bargaining

Integrative bargaining

Negotiation Techniques

Listen first to investigate what the other side

wants

Begin with a plausible demand or offer

Focus on interests, not position

Search for the value in differences between

the two sides

Be sensitive to international differences in

negotiating style

Summary

Effective leaders are effective

communicators

Leaders may develop inspirational and

powerful speaking and writing by

following a set of suggestions

A power-oriented linguistic style is one

way to communicate with inspiration

and power

Summary (cont’d)

Leaders can improve their

communication by following the

six principles of persuasion

Skill can also be developed in

using nonverbal communication

Summary (cont’d)

Overcoming cross-cultural

communication barriers is

another leadership challenge

Leaders must also be skilled in

conflict management and

negotiations

End of Part fourAny Questions ?

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Communication and conflict resolution skills