Participating in Conversations Conversational Presentation Skills Small Talk Questions are powerful devices for building conversations. The Effect of Culture on Conversations Analytical thinking Holistic thinking Conversational Listening Skills Listen to the concerns of others. Do not assume. Before speaking, ask yourself what message is needed. Conversational Nonverbal Skills Conversational Salons
Giving Directions Giving Details Ways to give instructions Organizing Ideas
Requesting Requesting Information Asking Questions Asking for restatement. Asking for directions. Asking for clarification.
Dealing with Interpersonal Conflict Conflict Defined Causes of Conflict Goals to be pursued Allocation of resources Decisions to be made Behaviors that are considered inappropriate Levels of Conflict No Conflict Latent Conflict Problems to solve Dispute Help Role of Personal Anger in Conflict Definition of anger Anger is a way of communication Anger can be impulsive
Communication Approaches to Managing Conflict Assertive Communication Assertive Behavior defined Assertion, non-assertion, and aggression Principles of assertiveness People are not mind readers. Habit is no reason for doing anything. You cannot make others happy. Remind yourself that others will often disapprove of your behavior. Ask yourself “What is the worst thing that could happen to me?” Do not be victimized. Assertiveness Skills Simple assertion Empathic assertion Follow-up assertion Negotiation The principles of negotiation Prepare Reframe Respond; do not react Identify and alter tactics Arbitration Mediation
Handling Criticism When criticized, seek more information Paraphrase the ideas of the person making the criticism to clarify them for both of you. Ask yourself what consequences will result from your not altering the behavior being criticized. Listen to the person; if the criticism is just, accept the opinion.
Apologizing 3 stages to apologizing The person who has done the wrong states what he or she did. The perpetrator explains why he or she took the action. A statement of remorse is made. Tips to an easier apology Take responsibility Explain Show your regret Repair the damage Use good timing Choose an appropriate conduit.