Crisis And Conflict Management

Slides:

Advertisements

Similar presentations

Christopher Raj Anthony

Advertisements

Introduction to assertiveness

Managing Conflict Based on the book, Managing Conflict, by Ursula Markham.

Customer Service – Dealing With Difficult Customers

VITAL SKILLS FOR DEVELOPING RELATIONSHIPS REQUIRES MUTUAL EFFORT Communication Skills.

Book cover art to be inserted Chapter 11 Building Healthy and Diverse Relationships.

Effective Communication

Effective Body Language Marwa Khodeir. Body Language is how you physically present yourself to others. Body language has been proven to be an extremely.

Communication. Why is communication important? To convey a message So that others can understand our point of view To increase our understanding of others.

Management of Conflicts, stresses and organization al changes.

Arrange our chairs in a circle. I will give the first person a statement. You must whisper the statement as best you can to your neighbor. You may NOT.

Talking with Kids.

Obj.1.03 Practice interpersonal skills Ms. Jessica Edwards, M.A.Ed.

Warm-Up List as many ways that you can think of that people communicate with each other. Circle the three that you do most. Think back 5 years. Were these.

Styles of Communication Making Meaningful Connections.

INTERPERSONAL COMMUNICATION

Lesson 1 Taking responsibility for your health begins with a commitment to take charge of your actions and behaviors in a way that reduces risks and promotes.

Ms. Nolan.  VIDEO: 12/browse?cuecard= /browse?cuecard=56067  Think:

Communicating Effectively How are your communication skills?

Conflict & Crisis Mgt. Conflict in Workplace.

Level 3: Chapter 16.  Understand the difference between assertiveness, aggressiveness, and passiveness  Discover how assertiveness can be beneficial.

COMMUNICATING IN TEAM W5. LISTENING EFFECTIVELY You must know what to listen for…….a message contains….  Words  Tone of voice  Body language  Content.

Prepared by: Mad’yarova Farida IN-208. Effective communication skills are fundamental to success in many aspects of life. Many jobs require strong communication.

Definition: The process of ending a conflict by cooperating and problem solving.

Communication Skills. What are communication skills? They are important skills that involve: Words- the foundation of effective communication. Gestures-

Skills for Healthy Relationships

Communication skills Test. You can judge your communication skills by answering strongly agree, agree, neutral, disagree or strongly disagree.

Copyright 2006 Thomson Delmar Learning. All Rights Reserved. The Complete Student Achieving Success in College and Beyond.

EFFECTIVE COMMUNICATION SKILLS

 Gawtham Karthik R  Rajeev Gandhi B  Karthika Venkatesan  Anugraha S  Dinesh Kumar S  Swaminathan K  Aarthi Aravind.

WHAT TYPE OF COMMUNICATOR ARE YOU?.  Only 10% of communication is the words we say  The other 90% consists of: tone of voice and body language.  Communication.

Defining Conflict Chapter 01. Define Conflict z Conflict is a struggle between two or more forces that creates a tension that must be resolved z a state.

COMMUNICATION A learned skill. 3 parts to communicating  Sending messages  Receiving messages  Responding to the information.

Human Resource Management Lecture 29 MGT 350. Last Lecture Labour Laws In Pakistan The Constitution of Pakistan The Payment of Wages Registration of trade.

How to improve effective listening skills?

Positive Communication: Real Strategies For Real Life Real Life Presented by: MCPS Employee Assistance Program

Chapter 6, 8, 9 Communication Peer Pressure Conflict.

Developing Communication Skills

What is Personal Development? Personal development is a lifelong process. It’s a way for people to assess their skills and qualities, consider their aims.

Perceptions How you see things. To perceive: to gain an understanding of a person, idea, or situation. / What builds our perceptions / Past experiences.

Effective Refusal Skills to Negative Peer Pressure.

Working with people!.  Bad attitude  Late to meetings  Demands to know what they’ve missed  Lazy  Encourage them to be more active/positive  Tell.

Quick Overview on Communication Miss Markowski What do you know about it? 1. From where do you receive messages from the world? 2. Can you tell how a.

A formal type of communication or event with a definite goal in mind.

Assertive Communication

Listening & Non-Verbal Communication Mrs. Berry 8 th Grade Medical Skills & Services.

Customer Service – Dealing With Difficult Customers

Being Assertive.

COMMUNICATION The process of sending and receiving messages between people.

Effective Public Speaking.. A presentation by Ritesh Soni1 Effective Public Speaking Ritesh Soni.

RESOLVING CONFLICTS. Passive accepting or allowing what happens or what others do, without active response or resistance. Examples?

 And if negotiation and facilitation doesn’t work…  Or you haven’t had a chance to try it…  You may find yourself having to manage a conflict situation.

Communication Mrs. Wagner Lifeskills. Communication Terms Communication – Sending & Receiving of messages between people – the message is understood Verbal.

Elements of Communication How do you communicate with your friends, family, teachers, and co-workers?

Managing The Classroom (Being a good Communicator) Pertemuan 13 Matakuliah: E Psikologi Pendidikan Tahun: 2007.

1 COMMUNICATION SKILLS UNT in partnership with TEA. Copyright ©. All rights reserved.

District 4 Area Workshops 2016 Conflict Resolution or I say tomato you say…

B UILDING Y OUR S ELF E STEEM Self-Esteem Is the measure of how much you value, respect, and feel confident about yourself How you feel about yourself.

Communicating Effectively. Effective Communication Demonstrating effective communication skills and resistant skills is critical in building and maintaining.

Effective Communication Sharing of information, thoughts and/or feelings – “I” Messages – Active Listening – Body Language.

Managing Conflict Based on the book, Managing Conflict, by Ursula Markham.

 Types of Behavior I vs You Messages What’s your style? Is it effective in communicating your thoughts, needs, and wants.

Verbal listening: Listening.

Conflict Management.

Based on the book, Managing Conflict, by Ursula Markham

Based on the book, Managing Conflict, by Ursula Markham

Conflict: A Definition Any situation in which one person or group perceives that another person or group is interfering with his or her goal attainment.

Effective Communication Skills

“I” Messages & Conflict Resolution

Presentation transcript:

Crisis And Conflict Management

Lecture 19 Managing Conflict

Why Conflict Arises Type “A” Personality Vs. Type “B Personality

Type ”A” Personality Highly Competitive Strong Personality Restless when inactive Seeks Promotion Punctual Thrives on deadlines Maybe jobs at once

Type “B” Personality Works methodically Rarely competitive Enjoys leisure time Does not anger easily Does job well but doesn’t need recognition Easy-going

Aggressive People Body language Verbal language Stiff and straight Points, bangs tables to emphasize points Folds arms across body Verbal language “I want you to…” “You must…” “Do what I tell you!” “You’re stupid!” Aggressive people are basically insecure….. Try to avoid them.

Submissive people Body Language Verbal Language Submissive people Avoids eye contact Stooped posture Speaks quietly Fidgets Verbal Language “I’m sorry” “It’s all my fault” “Oh dear” Submissive people have a great sense of inferiority

Assertive People Body language Verbal language Stands straight Appears composed Smiles Maintains eye contact Verbal language “Let’s” “How shall we do this?” “I think… What do you think?” “I would like…”

Types of Conflict Within an individual Between two individuals Within a team of individuals Between two or more teams within an organization

Causes of conflict Conflict of aims- different goals Conflict of ideas- different interpretations Conflict of attitudes - different opinions Conflict of behavior- different behaviors are unacceptable

Stages of Conflict Conflict arises Positions are stated and hardened Actions, putting into action their chosen plan Resolution???

Preventing Conflict Assess positive and negative personality traits of people involved Determine personality type Aggressive Submissive Assertive Assess if people are introvert or extroverts...

Preventing Conflict Review past conflicts Assess communication skills of those involved Read body language of participants

Preventing Conflict Try to reduce conflict Realize that communication is colored by personal experience, beliefs, fear, prejudices Try to be neutral Plan the timing and place of the conversation Realize that outside stress may add to confrontation Eliminate/reduce external interruptions

Preventing Conflict Manage the language used Neutral vs. loaded words Reduce technical language Allow for cultural differences in language Words may have different meanings for different people…ask them to elaborate

Aids to Communication Listen Actively Relax Observe body language Develop interest in others interests Ask for clarification Plan what you are going to say Tailor words to person Determine the best timing Determine the best place Why is the conversation necessary

Personalities who cause conflict Aggressor Passive Absentee Error prone Negative attitude Chatterbox Do nothing

Personalities who cause conflict Unreliable Time waster Resentful person

A -What do you want to Ask the WAC’em method What’s bothering you? A -What do you want to Ask the person to do? Check in to see if what you’ve asked for can happen

Summary Why Conflict Arises Aggressive People Submissive people Assertive People Types of Conflict Aids to Communication WAC’em method

Thank You