1. VALUES AND COMMUNICATION
Everyone looks at the world – and one another
– through the filter of their own values.
“We see things, not the way they are, we see
things the way we are” Taimud
2. CONFLICT AND COMMUNICATION
FACTORS AFFECTING COMMUNICATION
1. Values: what we cherish or make us as people
2. Perception: the way we see things
3. Assumption: preset ideas we have about things
4. Communication Style: verbal and non-verbal
• To break this barrier of communication, there must be willingness, openness
and respect on the part of both the listener and the speaker. Willingness refers
to the interest to listen to the other person. Openness refers to sharing of
factual information, respect refers to the ability to recognize other people’s
point of view.
• However, we should always refrain from behaviours people practice during
communication that put people off. These are called Roadblocks to
Communication.
3. ACTIVE LISTENING TECHNIQUES
STATEMENTS THAT HELP THE OTHER PERSON TALK
Encouraging
Clarifying
Restating
Reflecting
Summarizing
Validating
ROADBLOCKS TO COMMUNICATION
Ordering
Threatening
Preaching
Lecturing
Providing Answers
Judging
Excusing
Diagnosing
Prying
