COMMUNICATION STYLES Aggressive difficulty in seeing other people’s point of viewinterrupts / monopolises communication exchange achieves goals often at others’ expense domineering / bullying / condescending
COMMUNICATION STYLESPassive indirect / hesitant / apologetic trusts others but not self difficulty in expressing own wants / feelings allows others to make decisions for self
COMMUNICATION STYLESAssertive non-judgmental / trusts self and others expresses honestly and directly active listener considers others’ feelings confident / self-aware / flexible
Discuss and present (10 min)Group 1: Define conflict and explain the two types of conflict.Group 2: What are the causes of conflict?Group 3: What are the five conflict management strategies?Group 4: Explain what is constructive and destructive and how to give constructive criticism. Group Work
CONFLICT Definition A situation between two or more people in which one personperceives that another person has negatively affected something that the first person cares about. Types of conflict Functional Dysfunctional
FUNCTIONAL DYSFUNCTIONAL Functional conflict Supports the goals of the group and improves its performance Serves organization’s interests Promotes constructive/cooperative behaviour
FUNCTIONAL DYSFUNCTIONAL Dysfunctional conflict Hinders group performance Threatens organisation’s interests Wastes the organisation’s conflict resources and is counterproductive
CAUSES OF CONFLICT Information Process Objectives Values Styles
CRITICISM What is criticism? Constructive & destructive criticism How to give constructive criticismThe Positive Negative Positive (PNP) sandwich How to receive constructive criticism
MEETINGS Types of meetings Planning for meetings Meeting participants Good meeting mannersBarriers to effective meetings
TYPES OF MEETINGS Formality formalsemi-formal informal Purpose information-giving decision-making problem solving
PLANNING FOR MEETINGS Purpose of meeting Notice of meeting Agenda Venue/setting Seating arrangement Audio-visual equipment
MEETING PARTICIPANTS Participants Chairperson Secretary Meeting members Roles and duties of participants before, during and after the meeting
GOOD MEETING MANNERS Professional appearance Positive body language Contribute effectively and activelyHandle conflict or disagreement professionally
GOOD MEETING MANNERS Give constructive criticism and avoid destructive criticism Take turns when speaking in a meetingArrive prepared and on time for meeting
BARRIERS TOEFFECTIVE MEETINGS Poor verbal skillsInappropriate nonverbal skills (e.g. body language) Poor listening skillsUnwillingness to participate
FOLLOW-UP OF MEETING Minutes of meeting Purpose of minutes of meeting Format Writing style & language
QUIZ TIMEDuring a meeting, a new piece of information is provided to theteam which has major impact on the teams goals. The teambegins to break down. As the facilitator, what are your nextsteps ?Explain Aggressive, Passive and Assertive communicationstyles.Explain 2 factors you would need to consider when planning fora meeting.Explain 5 good meeting manners which would be crucial to thesuccess of a meeting.
QUIZ TIMEState and explain 3 duties of a chairperson during the meeting toensure a successful meeting.State 2 standard items in an agenda and explain their purpose.As a meeting secretary, you distributed the minutes of the previousmeeting to all those present at the meeting. You then resolved aconflict between two meeting participants allowing the discussion tocontinue amicably. During the meeting, you took down notes to writethe minutes later. When you noticed two participants who werekeeping very quiet during discussions, you invited them to contributeideas and participate in the discussion. You also summarised thediscussions at the end of each item.Identify and explain two (2) things you did wrongly as a meetingsecretary.
QUIZ TIMESylvester Wee is in a management meeting to present his reportto Lionel Toh, Chairman of the meeting. One of the meetingattendees, Ben Sim, sits with arms crossed and starts to talkloudly and raise many questions as he disagrees withSylvester’s recommendations.Sylvester calmly defends his proposal but Ben thumps his fiston the table, points a finger at Sylvester and shouts, “That is adumb proposal. You think we have $10,000 to let them stay atRaffles Hotel for one week?”Briefly describe Ben’s communication style. Support youranswer with 3 examples from the scenario.Ben’s criticism of Sylvester’s proposal appears harsh. How canBen make his criticism more constructive?
QUIZ TIMERoger disagrees with you on the business proposal you havesuggested. He starts to frown and glares at you each time youexplain to him the details of the proposal. His voice starts to getlouder and shouts, “I don’t know why I hired you in the firstplace!”Identify and explain Roger’s communication style.While you are offended by Roger’s behavior, you want tocontinue to work with Roger as you wish to have a goodworking relationship with him. Roger is also dependent on youfor your advice on the business proposal.Suggest a suitable conflict management strategy that you canuse and explain why it is suitable.