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Communication - Conflict - Resolution

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JP Kelliher

on 9 April 2011

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Transcript of Communication - Conflict - Resolution

Conflict is a necessary condition of Leadership
Conflict occurs most often when two groups or individuals have goals that APPEAR to be incompatible
It escalates because of lack of communication and the belief that there are only Win/Lose solutions - or varying degrees of it.
How do you Confront Conflict?
What is
Conflict Evolution
Verbal / Vocal
Percentage of communication that is nonverbal?
Body Language
Facial Expressions
Eye Contact
Physical Contact
Speech Patterns
Just over 30%
Can you understand the words that are coming out of my mouth?
How has this made communication easier?
By attending this session, participants will be able to:

Understand the basic makeup of modern communication and how technology plays a role.

Identify three levels of conflict and how one level can progress to the next.

Demonstrate specific skills to mediate disputes and seek resolution to individual and small group conflict.
Technology and Communication
Well, if such a small percent of communication is about the actual words we are saying, why do we spend so much time trying to communicate without considering non-verbals?
•we do not practice our abilities to articulate our ideas clearly face-to-face

•we can misconstrue others’ intent with words and phrases having multiple meanings (or mean things we wouldn't actually say out loud)

•we can miss cues that are manifested solely through physical standing

• there are subtleties in a persons voice that cannot be understood through instant message
How can these things
benefit you in the way you communicate as Student Leaders?
Identifying and Approaching the Problem
Who is at conflict? you, others, institutional, etc.
What approach will best address the conflict? (consider the magnitude of the problem)
Get creative, think beyond the immediate problem and determine the real issue.
Approach with the intent to find a resolution and to WORK towards cooperation.
An open clash between two opposing groups or individuals (simple)

A disagreement or argument about something important (complex)

A state of opposition between persons or ideas or interests (convoluted)
Conflict Resolution
EMPATHY - Something that we are losing socially (This is a side-effect of reduction in face-to-face communication.)
This allows us to understand where the conflict stems from and WHY the other party is at odds with us.
Best way to win an argument is to stop arguing from your point of view and argue from the opposing point of view.
Start in the right frame of mind - Are you here to argue your point or to find a resolution?
1-on-1 and in Person
Create an Open and Comfortable Environment - physically and mentally (Truce)
Know Your Limitations
Be active and participate - the higher level of conflict, the more work that it will take.
Talk Less and Listen More
Speak so Others Want to Listen
Designing a Solution
Altitide Conference 2011
Full transcript