1. Communication and Conflict Management Leadership Certificate – Level 1

2. Communication Is the way we interact with fellow humans Eyes Face Body Voices Words

3. We see things: not as they are but as we are

4. Listen well so the message sent and the message received are what you want

5. Taking responsibility for how we think means: Challenging the validity of our perceptions Challenging the absoluteness of our perceptions Challenging the current accuracy of our perceptions

6. Our behaviours can be: Take responsibility! Own your role in relationships and circumstances Choose your responses Interrupt reactive patterns Dont react – communicate! logicalconsideredmature

7. Communication Styles The Director The Stabiliser The Party Person The Accountant

8. Creating Empathy By What We Think: Take seriously the other persons needs and concerns. We must value their right to their feelings and attitudes. Their privacy, values and experiences. Reserve judgment and blame. Empathy is learning to listen with you head and your heart

9. Creating Empathy By What We Do Be aware of and respectful of any cultural differences Look at the person and take an active interest in what they are saying Ask relevant questions for clarification Use open body language Be very aware of facial expression Make affirming gestures Use a warm vocal tone

10. Empathy Blockers! Domination: Threatening Ordering Criticizing Name Calling Shoulding

11. Empathy Blockers! Manipulation: Withholding relevant information Interrogating Praising to manipulate

12. Empathy Blockers! Disempowerment: Diagnosing motives Untimely advice Changing the topic

13. Empathy Blockers! Denial: Refusing to address the issue

14. The Communication Process 7% VERBAL – What you said 38% VOCAL – How you said it 55% VISUAL – Body language/non verbal

15. We have to remember: Much communication is unconscious Much communication is unintentional Much communication is incongruent

16. Communication is congruent when: What we Say and what we Do match.

17. Managing Conflict We need to: S TOP T HINK A NALYSE R ESPOND In situations of crisis and potential conflict always remember star S T A R

18. Conflict Resolution Strategies AVOIDWait/See FORCEWin/Lose ACCOMMODATELose/Win COMPROMISELose/Win COLLABORATEWin/Win

19. The Five Steps in Resolving Conflict: Pray about the Problem Together Clarify the Issues – Focus on the Needs and Goals Understand Each Others Perspective Break the Conflict into Small Steps Give and Take