Image and Att i tude:

Workplace Communication and Confl ict

What is Communication?The art of transmitting information, ideas and

attitudes from one person to another.

The Communication Process

SENDER(encodes)

RECEIVER(decodes)

Barrier

Barrier

Medium

Feedback/Response

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

Barriers to Communication

• Noise• Inappropriate medium• Assumptions/Misconceptions• Emotions• Language differences• Poor listening skills• Distractions

Hearing Vs Listening

Hearing – Physical process, natural, passive

Listening – Physical process, active, learned,

a skill

Listening is hard.You must choose to participate in

the process of listening.

Activity: Listening

1. Face the speaker and maintain eye contact.2. Be attentive, yet relaxed.3. Keep an open mind to the speaker’s message – try to feel what the

speaker is feeling.4. Listen to the words and try to picture what the speaker is saying.5. Do not interrupt and do not impose your "solutions."6. Wait for the speaker to pause to ask clarifying questions - ask

questions only to ensure understanding of something that has been said (avoiding questions that disrupt the speaker's train of thought).

7. Give the speaker regular feedback, e.g., summarize, reflect feelings, or simply say "uh huh."

8. Pay attention to nonverbal cues -- to feelings, tone of voice, inflection, facial expressions, gestures, posture.

9. Be aware of potential barriers that impact your ability to listen effectively.

Listen Actively Relax Observe body language Ask for clarification Plan what you are going to say

Conflict ◦ A disagreement, fight or battle

What causes conflict?◦ Different people, ideas, feelings, viewpoints,

attitudes, or behavior

Conflict

Communication Mediation Negotiation Focus on other perspectives

How Do We Solve Conflict?

What Do You See?

Assume you do not have all the answers Ask questions to understand the other person(s).

Be prepared to compromise or make a deal.

Owl

Fox

Shark

Turtle

Teddy Bear

Connect the nine dots with four straight lines without lifting your pencil from the paper or retracing any line.

You have three chances to solve the nine-dot problem.

Connect the nine dots with four straight lines without lifting your pencil from the paper or retracing any line.

You have three chances to solve the nine-dot problem.