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Conflict communication skills
Posted by Chris on 10/06/2009
Conflict communication skills Introduction You have to manage different character types.
Some people are easy to manage and some people are not easy.
You may find some people difficult to manage; especially in a conflict situation. Let us think of a continuum with extremes of character on each end. 1. On one end are the “toughies”.
2. On the other end are the “softies”. The toughies are: • More confident
• More articulate
• Old hands
• Know the ropes
• Strong characters Softies are: • Less confident
• Introverted
• Less sure of themselves
• Inexperienced
You need to deliver the same type of message to varying types
So in some ways:
Your message must be THE SAME. In other ways:
Your message must NOT BE THE SAME- it must be variable.
Your message must be THE SAME because the content will be the same for everyone. Everyone is treated according to the same rules and principles. Everyone is treated by you: • Fairly
• In accordance with the law
• In accordance with company policy
• In accordance with the principles of professional politeness
That said, you need to be able to vary your delivery according to the nature of the person.
So, in some ways your message must NOT BE THE SAME- it must be variable.
How to talk to a" toughie"
Vary your Body language.
Posture:
Be upright. Either standing or seated. Eye contact
Reflective of theirs levels of eye contact.
If they do look at your eyes, you should look back into their eyes. If they do not look into your eyes; do not glare into theirs.
Gestures
• No pointing
• Don’t point your finger
• Don’t point your pen
If you want to gesture: Use open hand- palm down gestures to make emphasis. Voice tone Volume:
More volume than normal Intensity:
More intensity than normal How to talk to a "softy" Vary your Body language Posture:
Be sat down, and or have a relaxed posture Eye contact:
Less direct eye contact: Intermittent eye contact Gestures:
Use not many hand gestures Adopt a more muted style Voice tone:
Volume: Use a low volume Intensity: Use low intensity voice tones The Key points to remember: The way you deliver your message must be: 1. The same in terms of content. 2. Variable in terms of style. The style should vary NOT according to your mood.
The style should vary according to the nature of the person you are talking to. If you think our conflict management skills course would be a benefit to you, Call us and we can help you to make the arrangements or view the rest of our management training courses.
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