conversation

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2. SHHH!
Please silence all cell pones during the presentation.
Thank You!
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3. What is Communication
Why communication
Types of communication (Verbal, Vocal, Non Verbal)
Language Business
How to develop LRWS Skills to communicate effectively
How to develop Language Skills (Various ways)
Reading Skills
Reading Skills – 7 Intelligent Friends
Reading to Understand and to Interpret
Business Communication
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4. Speaking Skills
Sharing Opinions Case Analysis
Voicing out Difference of Opinions(Disagreements)
Interruptions and Adding inputs
Formal Situations for Speaking
Business Meetings
Telephone
Presentations, Trainings
Conversational Style
Grammar
Parts of Speech
Articles
Tenses
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5. Speaking skills
Techniques of Speaking
OBC, VEGPEP Individual Presentation
Introduce Self – What’s my Story Instant Feedback
Vocabulary Building
Synonyms, antonyms, Idioms
Active and passive
Business Meetings
Business Meetings
Business Etiquette Do’s & Don’ts
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6. Email Etiquette
How to draft effective Emails
Being Time Specific in Emails
Responding to Emails – Being Proactive
Punctuation
Need for Professionalism / Efficiency
Protection from liability / Confidentiality
Listening
Listening
Note making
Paraphrasing
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7. What is Communication
Communication is a process of exchanging
information, ideas, thoughts, feelings & emotions through speech,
signals, writing, or behavior.
In the communication process:
 a sender(encoder) encodes a message
 then using a medium/channel sends it to the receiver (decoder)
 who decodes the message and after processing information,
 sends back appropriate feedback/reply using a medium/channel
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8. Why communicate
Communication is for building positive interpersonal relationships such as :
• Active listening
• Understanding non-verbal signals
• Maintaining eye contact
• Assertiveness
• Being mindful of people's individual space
• Using positive body language
• Dealing with different points of view.
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9. Personal awareness skills that help with communication include:
• understanding the benefits of a positive attitude
• awareness of how others perceive you
• self-confidence
• presentation - dressing appropriately for different occasions.
It also helps to consider the circumstances surrounding your communications,
such as the situational and cultural context.
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10. Speed Meeting
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11. Types of communication
Verbal Communication
Non verbal Communication
Vocal Communication
NON-VERBAL
WRITTEN
VERBAL
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13. Verbal communication
Verbal communication include
•Speech
•Intonation
•Tone
•Clarity
•Emphasis
•Repetition
•Sound
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14. Paralinguistic or Vocal communication is inclined to express oneself in words
•Tone of voice
•Loudness
•Inflection
•Pitch
Vocal Communication
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15. Non-verbal communication
Body language
•Posture
•Gestures
•Eye contact
• Touch
Facial expressions
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16. Communication skills examples
Active listening
Adapting your communication style to your audience
Friendliness
Confidence
Giving and receiving feedback
Volume and clarity
Empathy
Respect
Understanding nonverbal cues
Responsiveness
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17. Reading
Writing
Listening
Speaking
Language of business
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18. How to Develop LRWS Skills to communicate effectively
1. Listen, listen, and listen.
2. Who you are talking to matters.
3. Body language matters.
4. Check your message before you hit send.
5. Be brief, yet specific.
6. Write things down.
7. Sometimes it’s better to pick up the phone.
8. Think before you speak
9. Treat everyone equally.
10. Maintain a positive attitude and smile.
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19. Reading Skills
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20. Reading Skills
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21. Reading
1. Activating
2. Inferring
3. Monitoring-clarifying
4. Questioning
5. Searching-selecting
6. Summarizing
7. Visualizing-organizing
7 intelligent friends -- Reading
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22. Reading to Understand and to Interpret
Reading is important because it develops the mind. ...
Understanding the written word is one way the mind grows in its ability.
 Reading is good for your brain
 Reading introduces you to new ideas and invites you to solve problems
Reading makes you a better writer
Reading improves your conversational skills
Reading strengthens worldview and convictions.
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23. Reading improves your self-discipline and consistency
Reading increases your knowledge of history
Reading increases cultural knowledge(culture)
Reading challenges your imagination
Reading increases your skill in an area of interest
Reading inspires you
Reading reduces stress
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24. Communicating effectively in the workplace
While there are several communication skills you will use in different
scenarios, there are a few ways you can be an effective communicator at
work:
Be clear and concise.
Practice empathy.
Assert yourself. .
Be calm and consistent. .
Use and read body language.
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25. Speaking Skills
What is speaking
Sharing opinions
How to Voice out difference of Opinions
Interruptions and adding inputs
Situations for Speaking
Business meetings
Telephone
Presentations
Conversational Style
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26. What is speaking
Speaking is an act of making vocal sounds.
To converse, or expressing one's thoughts and feelings in spoken language.
To speak often implies conveying information. ...
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27. Voice out difference of Opinions
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28. Speaking skills consists of :
The different types of speaking
Speaking to Inform (informative, argumentative speech)
Speaking to Persuade, Motivate, or Take Action (persuasive, argumentative,
controversial, policy speeches)
Speaking to Entertain (funny, special occasion speeches)
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29. Common Barriers in Speaking
Objectives are not clear
 Poor leadership
 Cultural diversity in the workplace
 Demoralized employees
 Personal issues and challenges of employees
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30. Speaking In Business Meetings
Stop censoring yourself.
Choose a topic ahead of time.
Say the first thing that comes into your head.
Ask questions.
Decide how often you want to speak in a meeting.
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31. Speaking In Business Meetings
Believe in your ideas and have confidence in sharing them.
Don’t give your power away.
My thoughts are worth sharing.
Speak without hesitation.
Be the first to speak up.
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32. Telephonic Conversation
Greetings
Getting to the point
Interrupting without insult
Confirming Action
Closing the call
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33. Here are some tips for using the telephone:
Smile.
Stop what you are doing before you pick up the receiver (like talking ...)
Use a friendly greeting, e.g.
Hello, Good morning (be aware if you are speaking to people around the
world).
Identify yourself and your organization (if it is work-related).
Don’t assume they know who you are, even if they have Caller ID.
Ask if it is a convenient time.
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34. Here are some tips for using the telephone:
Monitor your tone of voice and rate of speech.
Eliminate distractions (eating, drinking, email, computer use, texting).
Be a good listener; don’t interrupt and periodically respond with
acknowledgement (okay, uh-huh, I see).
Consider what message you are communicating if you choose to use a
speakerphone
Use an appropriate closing; plan for follow-up.
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35. Presentations and Trainings
Practice! Naturally, you'll want to rehearse your presentation multiple times. ...
Transform Nervous Energy Into Enthusiasm. ...
Attend Other Presentations. ...
Arrive Early. ...
Adjust to Your Surroundings. ...
Meet and Greet. ...
Use Positive Visualization. ...
Remember That Most Audiences Are Sympathetic
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36. Kinds of Speaking Situations in Which we Find Ourselves
Poor communication
Is frustrating in the workplace and can
Leads to poor performance
Lack of teamwork,
Low morale
Reduced profits
Lead to lack of team cohesion
Unclear messaging
Wasted time and resources
Damaged relationships
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37. Conversational Style
Role Play
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38. Visual thinkers will use phrases like “I see what you mean”, and “Let me get
the picture straight in my mind”.
Auditory thinkers will be more likely to say “I hear what you’re saying”.
Kinaesthetics, on the other hand, will “feel your pain” and give you a hug.
Learning Styles
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40. Learning Styles
A knowledge of learning styles may help you to identify different ways of learning :
For example:
Activist ways of learning include
brain-storming,
practical experimentation,
role plays,
group discussion
problem-solving.
Pragmatist study styles include
case studies
time to think about the practical applications of what you are learning.
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41. Reflector-style learning includes
spending time reading around a subject
 watching others try things out.
Theorist learning involves
models
theories
with plenty of background information.
Learning Styles
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42. Listen - “Shut Up and Listen”
Be Observant - “Court Vision”
Set Proper Expectations - “Under Promise and Over Deliver”
Be Confident - “Act As If”
Critical communication
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45. Grammar
Parts of Speech
 Articles
Tenses
Active and passive voice
Idioms, Synonyms and antonyms
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46. • Grammar is the system of a language in general usually
considered to consist of syntax and morphology
• Grammar can help you to learn a language more quickly and
more efficiently.
• Universal Grammar Theory
• A theory in linguistics that suggests that the ability to learn
grammar is built into the human brain from birth regardless
of language
• Suggests that every language has some of the same laws.
What is Grammar ?
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48. These are the words that you use to make a sentence.
There are 9 word classes, and the most important is the Verb.
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49. Part Of Speech Function Or "Job" Example Words Example Sentences
Verb action or state (to) be, have, do, like, work,
sing, can, must
Facebook is a web site.
I like Facebook.
Noun thing or person pen, dog, work, music, town,
London, teacher, John
This is my dog.
He lives in my house.
We live in London.
Adjective describes a noun good, big, red, well,
interesting
My dogs are big.
I like big dogs.
Determiner limits or "determines" a noun a/an, the, 2, some, many I have two dogs and some rabbits.
Adverb describes a verb, adjective or adverb quickly, silently, well, badly,
very, really
My dog eats quickly.
When he is very hungry,
he eats really quickly.
Pronoun replaces a noun I, you, he, she, some Tara is Indian.
She is beautiful.
Preposition links a noun to another word to, at, after, on, but We went to school on Monday.
Conjunction joins clauses or sentences or words and, but, when I like dogs and I like cats.
I like cats and dogs.
I like dogs but I don't like cats.
Interjection short exclamation, sometimes
inserted into a sentence
oh!, ouch!, hi!, well Ouch! That hurts!
Hi! How are you?
Well, I don't know.
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51. What is an article?
It is an adjective. It modifies a noun.
Definite Article “The” – refers to specific or particular nouns .
For example:
I enjoyed participating in the volleyball competition.
The above sentence refers to a particular or specific competition.•
I enjoyed watching the show
The sentence refers to a particular or specific show.
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52. When to use the Names of rivers, oceans and seas.
The Red Sea.
Points on the globe.
The equator
Indefinite articles: a or an
Refers to a non-specific noun.
The children are playing a game outdoors.(it refers any game)
The artist is painting a picture.(it refers to any picture)
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53. When to use a-
‘ a’ should be followed by a consonant:
a cat
a pencil
a bag
When to use an-
‘an’ should be followed by a vowel (a,e,i,o,u)
an elephant
an orange
an egg
an axe
an island
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56. Time
Past Present Future
Simple (No Aspect) Sang Sings Will Sing
Aspect Progressive Was Singing Is Singing Will Be Singing
Perfective Had Sung Has Sung Will Have Sung
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57. English Tense System
Tense and Time
Tense
TIME
Past Time Present Time Future Time
Present Simple She likes coffee. I want a coffee. I leave tomorrow.
Continuous They are living in London. I am having dinner. I am taking my
exam next month.
Perfect I have seen ET. I have finished.
Perfect
Continuous
I have been playing tennis. We have been working for
four hours.
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58. Past Simple I Finished One Hour Ago. If She Loved You
Now, She Would
Marry You.
If
You Come Tomorro
w, You Would See
Her.
Continuous I Was Working At 2am
This Morning.
Perfect I Had Not Eaten For 24
Hours.
Perfect
Continuous
We Had Been
Working For 3 Hours.
If I Had Been
Working Now, I
Would Have
Missed You.
If I Had Been
Working Tomorro
w, I Could Not
Have Agreed.
TENSE
TIME
Past Time Present Time Future Time
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59. TENSE
TIME
FutureTime Present Time Future Time
Future simple Hold on. I'll do it now. I'll see you
tomorrow.
continuous I will be working at
9pm tonight.
perfect I will have
finished by 9pm
tonight.
We will have been married for ten years next month.
perfect
continuous
They may be tired
when you arrive
because they will
have been working.
In 30 minutes, we will have been working for four hours.
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60. Basic Tenses
Tenses Past Present Future
Active Non-complex
Tenses
Past Simple Present Simple Future Simple
Complex Tenses Past Perfect Present Perfect Future Perfect
Past Continuous Present Continuous Future Continuous
Past Perfect
Continuous
Present Perfect
Continuous
Future Perfect
Continuous
Passive Past Simple Present Simple Future Simple
Past Perfect Present Perfect Future Perfect
Past Continuous Present Continuous Future Continuous
Past Perfect
Continuous
Present Perfect
Continuous
Future Perfect
Continuous
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61. Idioms
A group of words established by usage as having a meaning
not deducible from those of the individual words
(e.g. over the moon, see the light ).
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63. Synonyms & Antonyms
Antonyms are words with opposite meanings.
Synonyms are words with the same or similar meaning.
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64. Antonyms
Add - Subtract
Above - Below
After - Before
Awake - Asleep
Bad - Good
Better - Worse
Big – Little
Boy - Girl
Clean - Dirty
Close - Open
Synonyms
Gloomy, sad, unhappy
Happy, glad, joyful, cheerful
Hide, cover
House, home
Ill, sick, unwell
Idea, thought
Jog, run
Listen, hear
Little, small, tiny
Look, see, glance, stare
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66. Voice is a grammatical category that applies to verbs.
Voice in English expresses the relationship of the subject to the action.
Voice has two values.
1.Active voice
2.Passive voice
Active and Passive Voice
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68. Non Verbal communication Video
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71. Speak UP
Techniques of Speaking
OBC,
VEGPEP Individual Presentation
Introduce Self – What’s my Story Instant Feedback
Business Meetings
Business Meetings
Business Etiquette Do’s & Don’ts
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72. Email Etiquette
How to draft effective Emails
Being Time Specific in Emails
Responding to Emails – Being Proactive
Punctuation
Need for Professionalism / Efficiency
Protection from liability / Confidentiality
Listening
Listening
Note making
Paraphrasing
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73. Effective communication for Conflict Resolution
What leads to a conflict
using goal oriented communication
communicating take a ways from the situation
expressing appropriately
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74. Talk about yourself
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75. Voice
Eye contact
Gestures
Pause
Emphasis
Posture
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76. Techniques of speaking
Nervousness Is Normal.
Practice and Prepare!
Know Your Audience.
Your Speech Is About Them, Not You.
Organize Your Material in the Most Effective Manner to Attain Your Purpose
Watch for Feedback and Adapt to It.
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77. Techniques of speaking
Let Your Personality Come Through.
Use Humor, Tell Stories, and Use Effective Language.
Don’t Read Unless You Have to. Work from an Outline.
Use Your Voice and Hands Effectively. Omit Nervous Gestures.
Grab Attention at the Beginning, and Close with a Dynamic End.
Use Audiovisual Aids Wisely.
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79. • Types of emails
Objective
Email Etiquette
• Parts of an email
• Confidentiality
• The Subject Line
• The Greeting
• The Opening
• The Body
• The Closing
• The Signature
• Sample Emails
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80. Four Types of Email
1. No-Reply Email –You want to tell the receiver something, either a
compliment or information. No reply is necessary.
2. Inquiry Email - You need something from the receiver in a reply. Example:
advice, or questions answered. The reply is your desired outcome.
3. Open-Ended Email – to keep communication lines open, for the purpose of
some future result or benefit.
4. Action Email – The goal is not the reply, but some action on the part of the
receiver. Examples: a sales pitch, or asking for a website link exchange.
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81. Parts of an Email
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82. The Subject Line
The subject line is the first thing the target receivers see when sorting through
their inboxes.
• Always write a subject line that is informative, direct, and states the main issue
in the email.
• Keep it short; long subjects lines don’t show well in the browser windows, or
are ignored.
• Use sentence case, not all caps.
• When replying, change the subject line when the topic changes.
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83. The Greeting (Salutation)
• Always open your email with a greeting.
• Most email id are the initial of the 1st Name followed by the last name.
E.g. Name -Ram Chopra
rchopra@osius.com or ramchopra@osius.com
• For formal or business e-mails, you can use the following
 Hi Ram, (First Name)
 Dear Sir,
 Hi Team,
 Hi All,
Note: It is incorrect to use the last name with out a title
Eg: Ram Chopra – Ram is the 1st name and Chopra is Surname or Last
Name.
The correct form is
Hi Ram,
Or
Hi Mr.Chopra/Dear Mr.Chopra
Or
Dear Mr. Ram Chopra
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84. The Opening
Begin with a line of thanks. Find any way to thank target receivers. This will put
them at ease, and it will make you appear more courteous.
•For example, if someone asked a question, you can begin with:
Thank you for contacting <Company Name>
OR
Please note the following information you have requested:
If someone replied to your email, you can begin with:
Thank you for your prompt reply.
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85. State your purpose
State your purpose in the opening sentence.
 This is to enquire about …
 This is with reference to …
 As discussed
 As per our telephonic discussion,
 In line with our discussion on...
Don’t write a long introduction, don’t tell a story:
 Skip the niceties
 People just want to know what you want, so state that, in the first sentence.
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86. The Body
• Be brief but polite. Tell them exactly what you want, in as short an
email as possible.
• If your message runs longer than two or three short paragraphs, reduce the
message or provide an attachment.
• Remember to say "please" and "thank you." And mean it.
Note: Avoid using the word “kindly” as it is used for an act of
kindness and some times can be considered sarcastic or rude.
Replace Kindly with “Please”
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87. Write about one thing
• If possible, don’t overwhelm the target receiver.
• If you write about multiple things, with multiple requests, it is likely that:
 your email won’t be read or acted on
 the receiver will only do one of those things
• Stick to one subject, with one request. Once that’s done, you can send a
second one.
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88. Use “If … then” statements
• To avoid back-and-forth exchange, and save time, anticipate the possible
responses.
• Give a desired action for each possible response.
• For example, instead of asking if they’ve received a response, waiting for
a reply, and then replying to that reply, try and do it all in one email:
“Did you receive a response from Ram? If so, please email the report to me
by Tuesday. If not, please follow up and let me know the response by EoD
today.”
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89. Keep it Professional
 Don’t use jokes, emotions, or emoticons. ;-) 
 Do not send inflammatory or emotionally charged comments via e-mail.
 Don't use abbreviations or acronyms such as PLZ, ROFLOL (rolling on the
floor laughing out loud), or WUWT (what's up with that).
 Avoid exclamation points, ellipses, bold, italics, underlines, or multi-colored
font.
 It is considered very rude to use CAPITAL LETTERS LIKE THIS BECAUSE
IT MEANS THAT YOU ARE SHOUTING.
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90. Professional Closing
• How do you properly end an email?
• A simple question, yet so many people are not sure about what is proper
email etiquette.
• In the business world, ending an email professionally is just as important as
perfecting the rest of the message.
• If you do it sloppily, you might lose some precious business opportunities.
• Avoid this by following a few basic rules of professional email conduct.
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91. The Closing
Use a professional closing:
 Best Regards,
 Sincerely,
 Thank you,
For more casual emails:
 Best wishes,
 Cheers,
 Regards,
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92. The Closing Remarks
 Courtesy is always important, no matter how short the email is. Before you
end your email:
 Thank you for your patience and cooperation
 Include an accurate follow-up statement:
 If you have questions or concerns, do let me know.
 I look forward to hearing from you.
 Please revert in case of any questions or clarifications.
 Do revert in case of any clarifications.
 If a response is required, specify what, when.
 Please send the updated presentation by EoD/CoB Friday.
 Please send the report by 3 pm , 21st June.
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93.  A professional signature makes it easy to contact you.
 Your email account can automatically add these data to the
bottom of the email:
Full professional name
Job title
Email id
Business phone/fax numbers
Business street address
Business website, if any
a legal disclaimer if required by your company.
 Depending on policy, you may also want to include a link to the company's
website or social media pages
The Signature
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96. Do’s
• Write the subject line after you have written the body of the
email.
• Add the email id after your have spell checked and reviewed your
email. It should be the last thing you do before hitting the send
button.
• Follow Punctuation and Capitalization Rules.
• Add the attachment first.
• Use bullet points or numbering to talk about multiple items,
instead of writing them in one sentence or paragraph.
• Use sub heading to talk about multiple topics.
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97. Don’ts
X Write the entire email in one paragraph.
X Write long email.
X Forget to reply to all.
X Use Read Receipt option.
X Forget Spaces between lines.
X Send with out spell check or reviewing and re-reading your email.
X Flame on an email
X Write when emotional , angry or upset. Taka a break and then respond.
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98. Email
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99. 2/13/2019 NMJ Slides 99
Hi John ,
Will there be any tests, any checks, or any criteria to monitor the progress of
the participants on whether are they actually improving their communication
skills or not; by which we can see where the participant stand during the
training or post training and decide if there is any further training required for
them? It is really important for us that participants show considerable
communication improvement from this training.
Thanks.
Regards
Tom

100. 2/13/2019 NMJ Slides 100
Hi John ,
Could you please provide the following information:
Will there be any tests, any checks, or any criteria to monitor the progress of the
participants?
How can we know where the participant stand during the training or post training?
Will there be any further training required in case they show no improvement?
It is really important for us that participants show considerable communication
improvement from this training.
Thanks.
Regards,
Tom.

101. Hi Peter,
They would like to gather all content before May
15. Yes, here in Dubai, our Operations Manager, Mike
will be the one to provide the short message for the
Newsletter he is the one managing the Dubai office.
So, I am also thinking that Sunil would be the best to
share his experiences and words of encouragement
for the newsletter. Nevertheless, I will relay this to US
and will give you feedback ASAP. Thank you Peter.
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Hi Ron,
Apologies for the late reply.
The biographies will not be added to the intranet.
The bios will be used for external purposes such as webinars, events, seminar and
conferences etc.
Eventually, these bios can also be added (planning stage) on xyn.com named
“Leadership Team” which will include only the executive team.
I hope this clarifies.
Best Regards,
Kim

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104. NMJ Slides
SHHH!
Please silence all cell pones and pagers during the presentation.
Thank You!
Meeting Etiquette
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105. So many ways to meet, so
little time
Definition: A business meeting is a gathering in which a
purposeful exchange or transaction occurs among three or more
people with a common interest, topic, or problem.
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106. Starting the meeting off on the right foot when it
comes to manners.
Ensure the participants that both they and their time
are valid.
Good business meeting etiquette should be a priority
for anyone who hosts or attends such functions to
ensure successful and effective meetings.
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107. Business Etiquette…
Simply a means of maximizing your business
potential by presenting yourself favorably.
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108. Comfort
Trust
Attentiveness
Clear
Communication
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109. Principles Underpinning ALL Etiquette
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Meeting Role Play

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112. Listening
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113. Learning Objectives
 Define The Concept Of Active Listening
 Define The Importance Of Active Listening
 Use Appropriate Techniques To Practice Active Listening
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114. Definitions
 Hearing – to perceive sound via the ear.
 Listening – requires concentration, so that
your brain processes meaning from the words
and sentences.
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115. Barriers to Effective Listening
1. Physiological Barriers
• Hearing problems, Rapid thought
2. Environmental Barriers
• Physical distractions, message overload, channel problem
3. Attitudinal Barriers
• Preoccupation, egocentrism, fear of appearing ignorant, faulty assumptions
4. Sociocultural Barriers
• Cultural differences, gender differences
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116. Listening Habits
• Most people only listen at a 50% efficiency rate.
• Listening skills can be learned and refined.
• Poor listening is developed through a lack of training.
• People usually remember about ¼ of the information they hear after two days.
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117. To listen means:
• to understand
• to feel
• to perceive
• to sense
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118. Steps to become a better listener
• Practice “active listening”
• Hear what people are really saying
• Hear not only the words
• Try to understand the whole message
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119. What is active listening?
It is about understanding:
• 7% from words
• 38% from sounds (the tone of voice, rhythm, accent, pauses)
• 55% from body language
• TIP: for a better concentration, try to repeat in your mind the words the
speaker says. This will reinforce their message and help you control mind
drift.
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120. Becoming an active listener
Pay attention
 Look at the speaker directly
 Listen to the speaker’s “body language”
 Avoid being distracted by the environmental factors
Respond Appropriately
 Be candid, open and honest in your response
 Put yourself in the speaker’s “shoes”
 Assert your opinions respectfully
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121. Becoming an Active Listener
Show That You Are Listening
 Nod occasionally
 Note your posture
 Smile or use other facial expressions
 Encourage the speaker with verbal nods
o Oh
o yes
o huh
o wow
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122. Becoming an active listener
Provide Feedback
 Paraphrasing: “What I’m hearing is…” or “Sounds like you are saying…”
 Asking clarifying questions like: “What do you mean when you say…”
 Summaries
Avoid Judgment
 Don’t interrupt
 Choose to listen, rather than judge
 Always allow the speaker to finish
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124. Types of Workplace Listening
 Listening to Supervisors
 Hearing instructions, assignments, and explanations of work procedures.
 Listening to Employees
 Supervisors spend more time listening to employees than reading, writing, or
speaking.
 Listening to Customers
 Improves sales and profitability as well as increases repeat business
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127. Objectives
Definition, causes, and consequences of conflict
Learn effective methods for coping with difficult behaviors
Understand how to use a needs analysis to resolve and manage conflict
Practice using the 5-step problem-solving process to remedy conflict
Determine your preferred conflict management style
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128. What is Conflict?
Real or perceived threat or opposition to one’s needs, interests,
principles, concerns, or security
A state of disharmony between incompatible or antithetical persons,
ideas, or interests; a clash
Psychology: A psychic struggle, often unconscious, resulting from the opposition
or simultaneous functioning of mutually exclusive impulses,
desires, or tendencies.
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129. The top causes for conflict at a workplace:
Personality clashes/egos
Stress
Excessive workloads
Ineffective supervision and management
Difference in beliefs/values (facts/perceptions)
Substandard performance
Competition for resources
Non-compliance with policies and procedures
Confusion/duplication with responsibility/authority
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130. Semantics (ambiguous words)
Passive-aggressive behaviors
Lack of communication
Resistance/fear of change
Generational tensions
Inconsistency
Professional disrespect
Inner conflict
lack of recognition
cultural differences
Negative attitudes
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131. Consequences of Conflict – Positive and Negative
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132. DIFFICULT BEHAVIORS
Methods for Coping with Difficult Behaviors
Some people use difficult behaviors because they keep others off
balance and incapable of effective action.
Don’t lose your power or authority by allowing a chaotic environment to thrive.
Coping methods are actions you can take to counterbalance intended power
shifts and reduce the impact of difficult behaviors.
They provide incentives and opportunities for behavior changes.
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133. Need Analysis to Resolve and Manage Conflict
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134. Deal with Conflict Diplomatically!!!
Listen for the
 needs
concerns
and interests of others
Positively and confidently address
expressed thoughts
ideas
opinions
 feelings
Respectfully defend and negotiate
your viewpoints
your feelings
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136. 5 Step Problem Solving Process
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137. Conflict Remedies
Establish Cooperative Relations (Focus On Interests Not Positions).
Respect Others and Their Ideas and Experiences.
Empathize with Other’s Viewpoints and Ideas
Validate Feelings and Focus the Problem
Separate Facts, Biases, And Opinions
Downsize The Conflict
Scratch Their Back
Pick Your Battles
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138. Coping with Anger
1.Identify the need and feelings
2.Name the thoughts
3.Identify what you want
4.Define how to get what you want
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139. What gets in your way to resolve the conflict?
Frequently argue with others.
Frequently get angry and think that others need to be put in their place.
No difficulty in complaining when receiving poor quality products or services.
Usually get your own way in situations.
Easily and frequently find fault with others.
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141. Brief Descriptions of the Five Conflict Management Styles
Collaborating Style:
Problems are solved in ways in which an optimum result is provided for all involved.
Both sides get what they want and negative feelings are minimized.
Pros: Creates mutual trust; maintains positive relationships; builds commitments.
Cons: Time consuming; energy consuming.
Competing Style:
Authoritarian approach.
Pros: Goal oriented; quick.
Cons: May breed hostility.
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142. Avoiding Style:
The non-confrontational approach.
Pros: Does not escalate conflict; postpones difficulty.
Cons: Unaddressed problems; unresolved problems.
Accommodating Style:
Giving in to maintain relationships.
Pros: Minimizes injury when we are outmatched; relationships are maintained.
Cons: Breeds resentment; exploits the weak.
Compromising Style:
The middle ground approach.
Pros: Useful in complex issues without simple solutions; all parties are equal in power.
Cons: No one is ever really satisfied; less than optimal solutions get implemented.
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