This document discusses communication, conflict resolution, and negotiation skills for leaders. It covers topics like inspirational speaking, listening, nonverbal communication, dealing with cross-cultural barriers, conflict management styles, and negotiation techniques. The document provides guidance on developing strong communication abilities, handling disputes effectively, and gaining agreement through principled discussion. Overall, the document aims to equip leaders with interpersonal strategies for motivating others and resolving issues constructively.

1. #Communication and Conflict Resolution Skills

2. Contents
 Communication and Leadership
 Inspirational Speaking and Writing
 Six Principles of Persuasion
 Nonverbal Communication and Videoconferencing
 Listening as a Leadership Skill
 How to Make the Rounds
 Overcoming Cross-Cultural Communication Barriers
 Conflict-Handling Styles
 Conflict Management Styles
 Negotiating and Bargaining
 Negotiation Techniques
 Summary

3. Presentation Sections
 Part One : The Body
 Part Two : The Heart
 Part Three : The Brain
 Part Four : The Terminals

4. Part One
 Communication and
Leadership
 Inspirational Speaking
and Writing
 Six Principles of
Persuasion

5. "Developing excellent communication skills
is absolutely essential to effective
leadership. The leader must be able to share
knowledge and ideas to transmit a sense of
urgency and enthusiasm to others.
If a leader can't get a message across
clearly and motivate others to act on it, then
having a message doesn't even matter."

6. Communication and
Leadership
• Effective leaders are also effective
communicators
• To be effective, the leader must
synchronize verbal and nonverbal
behavior
• Technology has had a meaningful
impact on leaders’ communication
and coordination

7. Inspirational Speaking and Writing
A - A Variety of Inspirational Tactics
1. Be credible
2. Gear your message to the
listener
3. Sell group members on the
benefits of your
suggestions
4. Use heavy-impact and
emotion-provoking words
5. Use anecdotes and
metaphors to
communicate meaning
6. Back up conclusions with
data (to a point)
7. Minimize language errors,
junk words, and vocalized
pauses
8. Write crisp, clear memos,
letters, and reports,
including a front-loaded
message
9. Use business jargon in
appropriate doses

9. Inspirational Speaking and Writing
B -Use a Power-Oriented Linguistic Style
1. Speak loudly enough
2. Downplay uncertainty
3. Use the pronoun “I”
4. Minimize the number of
questions you ask
5. Minimize self-deprecation
6. Offer negative feedback
directly
7. Make your point quickly
8. Speak directly, not
indirectly
9. Weed out wimpy words
10. Know exactly what you
want
11. Set the agenda and make
listeners comfortable
12. Be bold in your statements
13. Increase your listener’s
receptivity through
effective framing

11. Six Principles of Persuasion
 1. Liking: People like those who like them
 2. Reciprocity: People repay in kind
 3. Social proof: People follow the lead of similar others
 4. Consistency: People align with their clear
commitments
 5. Authority: People defer to experts
 6. Scarcity: People want more of what they can have
less of

12. 1. Liking: People like those who like them

13. 2. Reciprocity: People repay in kind

14. 3. Social proof: People follow the lead of similar others

15. 4. Consistency: People align with their clear commitments

16. 5. Authority: People defer to experts

17. 6. Scarcity: People want more of what they can have less of

18. Self Presentation Approaches

19. End of Part one
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Thank you for your great participation

20. Part Two
 Nonverbal Communication
and Videoconferencing
 Listening as a Leadership
Skill
 How to Make the Rounds

21. Take advantage of every
opportunity to practice your
communication skills so that
when important occasions
arise, you will have the gift,
the style, the sharpness, the
clarity, and the emotions to
affect other people.

22. Nonverbal Communication
and Videoconferencing
 Nonverbal communication rules apply in
both live and videoconferencing situations
 Use perfect posture
 Use positive head and hand gestures
 If standing, stand up straight with feet outward
 Speak at a moderate pace with confident voice
 Smile frequently and naturally
 Maintain eye contact
 Gesture in a natural, friendly way
 Guard the time

23. Nonverbal Communication
and Videoconferencing (cont’d)
 Your external image is important to
fostering respect and privilege; be well-
dressed and neatly groomed
 Videoconferencing places extra
demands on verbal and nonverbal
skills
 Practicing and rehearsing with
videotape ahead of time is helpful

24. Listening as a Leadership Skill
 Two impediments to effective
listening by leaders are
 not enough time
 the speed difference between
speaking and listening

25. Listening as a Leadership Skill (cont’d)
 There are two strategies that
a leader can employ
Selective listening
Making the rounds

26. How to Make the Rounds

27. End of Part Two
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Thank you for your Effective participation

28. Part Three
 Overcoming Cross-Cultural
Communication Barriers
 Conflict-Handling Styles
 Conflict Management Styles

29. To effectively
communicate, we must
realize that we are all
different in the way we
perceive the world and use
this understanding as a
guide to our
communication with
others.

30. Overcoming Cross-Cultural
Communication Barriers
1. Be aware that differences exist and are
important
2. Challenge your cultural assumptions
3. Show respect for all workers
4. Use straightforward language and speak
slowly and clearly
5. Look for signs of misunderstanding
6. When appropriate speak in their language

31. Overcoming Cross-Cultural
Communication Barriers (cont’d)
7. Observe cross-cultural differences in etiquette
8. Do not judge style, accent, grammar or
personal appearance
9. Avoid racial or ethnic identification
10. Learn cultural nonverbal customs
11. Look for uniqueness in individuals, not race,
ethnic, or culturally-based physical attributes

32. Cultural Mistakes to Avoid with
Selected Cultural Groups
England
-Asking personal
questions.
-Thinking they
are unzealous.
-Gossiping about
royalty.
France
-Expecting to
complete work
during lunch time.
-Expecting to
conduct business
during August.
-Greeting a French
person for the first
time and not
using a title.
Italy
-Eating too much
pasta.
-Handing out
business cards
freely.

33. Cultural Mistakes to Avoid with
Selected Cultural Groups (cont’d)
Spain
-Expecting
punctuality.
-Making
American sign
for OK.
Scandinavia
-Being overly rank-
conscious.
Asian countries
-Praising
individuals in the
front of others.

34. Cultural Mistakes to Avoid with
Selected Cultural Groups (cont’d)
Japan
-Shaking hands or
hugging Japanese in
public.
-Not interpreting “we
will consider it” as
“no”.
-Not offering small
gifts when
conducting business.
-Giving your business
card more than
once.
China
-Using black borders
on stationery or
business cards.
-Offering small gifts
when conducting
business.
-Making cold calls
on the first time
business meeting.
Indian
-Saying, you do
not prefer to eat
with your hands.

35. Conflict-Handling Styles According
to the Degree of Cooperation and
Assertiveness

36. Conflict Management Styles
1. The competitive style is a desire to
win one’s own concerns at the
expense of the other party, or to
dominate
2. The accommodative style favors
appeasement, or satisfying the
other’s concerns without taking care
of one’s own
3. The sharing style is halfway between
domination and appeasement

37. Conflict Management Styles (cont’d)
4. The collaborative style reflects a
desire to fully satisfy the desires
of both parties
5. The avoidant style combines
unassertiveness and a lack of
cooperation

38. Appropriate Situations for Using the
Five Modes of Conflict Resolution
APPROPRIATE SITUATIONCONFLICT-HANDLING MODE
-In emergency
-On important and vital
organizational issues
-Against people who take
undeserved advantage.
Competing
-When compromise is very
important.
-When your objective is to learn.
-To gain commitment and consensus.
-To work through feelings that have
interfered with a relationship.
Collaborating

39. Appropriate Situations for Using the Five
Modes of Conflict Resolution (cont’d)
APPROPRIATE SITUATIONCONFLICT-HANDLING MODE
-When goals are important but not worth
more assertive modes.
-When competing with opponent with equal
power.
-To achieve temporary settlements of complex
issues or under time pressure.
-When collaboration or competition is
unsuccessful.
Sharing (Compromising)
-When more important issues are pressing.
-When others can resolve the conflict more
effectively.
-To let people cool down.
-When available information supersedes
making an immediate decision.
Avoiding

40. Appropriate Situations for Using the Five
Modes of Conflict Resolution (cont’d)
APPROPRIATE SITUATIONCONFLICT-HANDLING MODE
-When you are wrong. To build social credits
for later issues.
-When issues are more important to others
than to you.
-To minimize the loss.
-When harmony and stability are important.
-To allow group members to develop by
learning from mistakes.
Accommodating

41. End of Part Three
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Thank you for your attractive participation

42. Part Four
 Negotiating and
Bargaining
 Negotiation
Techniques
 Summary

43. Negotiation is not a policy.
It's a technique. It's
something you use when
it's to your advantage, and
something that you don't
use when it's not to your
advantage.

44. Negotiating and Bargaining
 Conflicts can be considered situations
calling for negotiating and bargaining,
or conferring with another person in
order to resolve a problem
 Two approaches to negotiation:
 Distributive bargaining
 Integrative bargaining

45. Negotiation Techniques
 Listen first to investigate what the other side
wants
 Begin with a plausible demand or offer
 Focus on interests, not position
 Search for the value in differences between
the two sides
 Be sensitive to international differences in
negotiating style

46. Summary
 Effective leaders are effective
communicators
 Leaders may develop inspirational and
powerful speaking and writing by
following a set of suggestions
 A power-oriented linguistic style is one
way to communicate with inspiration
and power

47. Summary (cont’d)
 Leaders can improve their
communication by following the
six principles of persuasion
 Skill can also be developed in
using nonverbal communication

48. Summary (cont’d)
 Overcoming cross-cultural
communication barriers is
another leadership challenge
 Leaders must also be skilled in
conflict management and
negotiations

49. End of Part four
Any Questions ?
Thank you for your participation