Communication and Document Formatting

BCS‐BE‐1: The student exhibits appropriate oral and written communication on personal and professional levels.

Essential Question: What are the most effective methods

of resolving conflicts?

What is Conflict? an open clash between two opposing

groups or individuals opposition between two simultaneous but

incompatible feelings a state of opposition between persons or

ideas or interests an incompatibility of dates or events; "he

noticed a conflict in the dates of the two meetings"

Causes of Office Conflict The Root Causes of Workplace Conflict

Are Often Systemic! Lack of Information Skill Deficits Ineffective Organizational Systems

What are some of the Costs of Conflict to a Company?

Damage to morale for those remaining at the company

Lost opportunity for growth and success of the company had the department stayed strong and cohesive

Additional expenses, including company benefits for Gary and all other affected staff

New hire – uncertainty of how strong a fit this person will be, and how long it may take before they have fully replaced

I vs. You What is the

difference?

Conflict Resolution Strategies

Create physical space. Establish standards of behavior. Invite critical feedback. Consider your response to rights vs.

needs/wants. Develop respectful responses to

disrespectful behavior. Do not shoulder the blame for criticisms

that are not yours to own.

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Listen with respect and respond with care.

Stick to issues and behaviors. Choose and use a level of assertion;

especially try empathetic. Initiate contact with, “Specifically, how

can I be helpful to you? Maintain your focus on, “We can work

this out.”

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Expect respect. (“We can work this out when you stop yelling.”)

Say what you mean in specific terms (we can’t read minds).

Use fair humor (quips, toys, stickers, etc.). Keep congruent – words, tone actions. Avoid debate. Use sure signals for confidence. (Head up,

face forward, eye contact, shoulders back, steady stance, posture straight, no leaning)

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Give people a way out.  Establish choices.

Refuse the win-lose perspective. Breathe.  Fully breathe for calm and for

conveying steadiness and confidence.

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Count to 10.  Use silence to increase your calm.  It’s valuable to “leave unsaid the wrong thing at the tempting moment.”

Speak from the “same side of the table.”

Tangible reminders to respond appropriately.

Build your credibility with your language and actions of deny Junk Talk and raise WOW!

What is the diff

erence?Being Assertive

Being Aggressive

Confidently self-assured; positive He is too assertive as a salesman.

Characterized by aggression: aggressive behavior.

Inclined to behave in an actively hostile fashion: an aggressive regime.

Conflict Resolution Model

Use the internet to research the conflict resolution model

Create, label and define all parts of the communication model. (You can use a chart, Thinking Map, Flow Chart, etc.) You can use MS Word or construction paper