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University of Iowa College of Engineering Hanson Center for Technical Communication.

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Presentation on theme: "University of Iowa College of Engineering Hanson Center for Technical Communication."— Presentation transcript:

1 University of Iowa College of Engineering Hanson Center for Technical Communication

2 Soft Skills for a Hard World October 2013 Copyright 2013 Denise M. Blommel, PLLC

3 Donald R. Doerres, II Master Engineer University of Iowa BSEE 1973

4 Denise Blommel Denise M. Blommel, PLLC Attorney/Mediator 7272 E. Indian School Road, Suite 206 Scottsdale, AZ

5 Technology and the 24/7 Lifestyle

6 Limited Social Interaction

7 Work/Life Imbalance

8 Diversity Differences in Race, Color, National Origin, Religion, Gender, Sexual Orientation, Disability, Age, Veteran Status, Personality and the Way One Thinks.

9 Key Words Dialogue Discussion Conversation

10 COMMUNICATE Face To Face Telephone Text Social Media

11 LEVELS OF COMMUNICATION 1. Humor/courtesy 2. Facts/information 3. Expression of opinions, feelings and insights 4. Sharing of deep feelings and personal secrets Meis and Markey-Meis WHEN FAMILIES MARRY

12 PRINCIPLES OF COMMUNICATION 1.What We Say May Not Be What Is Heard.

13 Types of Communication Visual Aural Kinesthetic

14 Peter Senge on Questions 40% are statements in disguise 40% are judgments in disguise 20% are true questions

15 Venting and Repetition

16 PRINCIPLES OF COMMUNICATION 2. Messages Contain Thoughts And Emotions.

17 Why vs. Help Me Understand

18 PRINCIPLES OF COMMUNICATION 3. How We Physically Respond Is A Better Indicator Than What We Say.

19 Tone of Voice Body Language Diction

20 How Many Sentences? I never said that to him.

21 Sentence Two I really didn’t mean it. I really didn’t mean it.

22 PRINCIPLES OF COMMUNICATION 4. There is an appropriate time and an appropriate place.

23 DIFFERENCES IN COMMUNICATION Gender differences Age differences Cultural differences Language barriers Others?

24 SOME BARRIERS TO COMMUNICATION Negotiation Style Perceptions of Fairness Personal Needs Outside Distractions

25 There is no one right answer for everything…

26 The Chinese Characters for Listening: 1. Ear Gather 2. Eye Perceive 3. Heart Sense 4. King Respect LISTENING Copyright Covisioning 2001

27 LISTENING Copyright Covisioning 2001 EyeEar King Heart


29 There is a difference between understanding another’s position and condoning it.


31 CONFLICT Conflict is a part of life. Conflict does not mean failure. Conflict leads to change and growth

32 People do not need to agree on beliefs or values but only as to arrangements for the future.

33 The Iceberg of Conflict Issues _____________ Personalities Emotions Interests Needs Desires Self-Perceptions Self-Esteem Hidden Expectations Unresolved Issues from Past Cloke & Goldsmith

34 Costs of Unresolved Conflict Wasted time Bad decisions Unnecessary restructuring Health costs Formal costs e.g. litigation Job dissatisfaction Dr. Daniel Dana CONFLICT RESOLUTION

35 Options for Resolving Conflict Avoidance Collaboration –Negotiate –Mediate Higher Authority –Chain of command –Litigate Unilateral Power Play Slaiku, WHEN PUSH COMES TO SHOVE

36 Problem Resolution Set Absolution: Ignore a problem and hope it goes away. Solution: Do something to produce a positive outcome. Resolution: Do something to produce the best possible outcome. Dissolution: Eliminate the cause of the problem. From WHEN FAMILIES MARRY by Finian Meis and Tara Markey-Meis

37 Seven Steps to Solution

38 SEVEN STEPS TO SOLUTION 1.Find the time and place to talk 2.Decide upon ground rules 3.Listen to each other 4.Ascertain issue and core value involved 5.Identify common goals 6.Explore options 7.Make a plan for the future

39 SEVEN STEPS TO SOLUTION 1.Find the time and place to talk

40 The Meeting Invitation to meet Securing a location Eliminate distractions Environmental factors Ensure timing is right

41 SEVEN STEPS TO SOLUTION 2. Decide upon ground rules

42 Sample Ground Rules Be respectful of one another No personal attacks Do not interrupt Try to understand the other’s point of view Confidentiality No reloading

43 SEVEN STEPS TO SOLUTION 3. Listen to each other

44 LISTENING BEHAVIORS Listen for the Facts Understand the Speaker (Empathic Listening) Active Listening Paraphrase/Summarize to understand

45 Helpful Phrases “ Help Me Understand ” “It sounds like…” “It seems like….” “We cannot change the past” “One option for resolution is…” “What do you suggest?” “I really need to understand more…” “What’s it going to take?” “It is common to react this way when…”

46 SEVEN STEPS TO SOLUTION 4. Ascertain issue and core value involved

47 Focus on Interests Interests = Needs + Core Values Wants vs. Needs The story of the orange Reframing –Change the game by changing the frame –Change perception to see new possibilities

48 SEVEN STEPS TO SOLUTION 5. Identify common goals

49 What do we need to accomplish?

50 SEVEN STEPS TO SOLUTION 6. Explore options


52 17 Camels Elderly tribal chief passes away & leaves his camel herd to his 3 sons Stipulates the following in his will: –Eldest son to receive 1/2 of herd –Second eldest to receive 1/3 of herd –Youngest to receive 1/9 of herd

53 17 Camels 3 Sons Visit the Village Elder Sons unable to agree on division of camels Each brother presents his issue Each wants fair share of herd Elder tells them she will lend them one camel to resolve the dispute Only asks that camel be returned when no longer needed

54 17 Camels Resolution 1/2 of 18 = 9 1/3 of 18 = 6 1/9 of 18 = th camel no longer needed YOUR ROLE -- help find the 18th camel!

55 SEVEN STEPS TO SOLUTION 7. Make a plan for the future

56 PRINCIPLES OF AGREEMENTS The Past Can’t be Changed - Focus on Future Any Settlement is a Gamble - for All Parties.

57 Questions?

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