Resource for teaching Workplace Communication. Developed by Sylvia Perry.

1. Image and Attitude:
Workplace Communication and Conflict

2. What is Communication?
The art of transmitting information, ideas and
attitudes from one person to another.

3. The Communication Process
SENDER
(encodes)
RECEIVER
(decodes)
Barrier
Barrier
Medium
Feedback/Response

4. What are the most common ways
we communicate?
Spoken Word
Written Word
Visual Images
Body Language

6. Barriers to Communication
• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Poor listening skills
• Distractions

7. Hearing Vs Listening
Hearing – Physical process, natural, passive
Listening – Physical process, active, learned,
a skill
Listening is hard.
You must choose to participate in
the process of listening.

8. Activity: Listening

9. 1. Face the speaker and maintain eye contact.
2. Be attentive, yet relaxed.
3. Keep an open mind to the speaker’s message – try to feel what the
speaker is feeling.
4. Listen to the words and try to picture what the speaker is saying.
5. Do not interrupt and do not impose your "solutions."
6. Wait for the speaker to pause to ask clarifying questions - ask
questions only to ensure understanding of something that has been
said (avoiding questions that disrupt the speaker's train of thought).
7. Give the speaker regular feedback, e.g., summarize, reflect feelings,
or simply say "uh huh."
8. Pay attention to nonverbal cues -- to feelings, tone of voice, inflection,
facial expressions, gestures, posture.
9. Be aware of potential barriers that impact your ability to listen
effectively.

10.  Listen Actively
 Relax
 Observe body language
 Ask for clarification
 Plan what you are going to say

11.  Conflict
◦ A disagreement, fight or battle
 What causes conflict?
◦ Different people, ideas, feelings, viewpoints,
attitudes, or behavior
Conflict

12.  Communication
 Mediation
 Negotiation
 Focus on other perspectives
How Do We Solve Conflict?

13. What Do
You See?

15.  Assume you do not have all the answers
 Ask questions to understand the other person(s).
 Be prepared to compromise or make a deal.

16. Owl
Fox
Shark
Turtle
Teddy Bear

19. Connect the nine dots with four straight lines without
lifting your pencil from the paper or retracing any line.
You have three chances to solve the nine-dot problem.

20. Connect the nine dots with four straight lines without
lifting your pencil from the paper or retracing any line.
You have three chances to solve the nine-dot problem.