Positive communication and soft skills are vital for resolving conflict situations. Soft skills include empathy, listening, self-confidence and networking. Empathy allows one to understand others' perspectives and respond appropriately. Emotional intelligence comprises self-awareness, self-management, social awareness and relationship management. These skills help build strong relationships and resolve conflicts productively. Successful conflict resolution depends on managing stress, controlling emotions, paying attention to others, and being aware of differences. Healthy responses involve recognizing others' important issues, seeking compromise and believing in resolution. Key skills are relieving stress, managing emotions, improving nonverbal communication, and using humor. Tips include prioritizing relationships, focusing on present issues, being willing to forgive, being

1. Topic ( 2 ) :
Resolve Conflict Situations
by Excellent
Communication

2. Positive Communication is vital in
reducing the possibility of a conflict
situations

3. Soft skills is very important while we are
communicating with the customers . soft skills are the
personal attributes that allows us to effectively relate
to others. These skills enhance our personal
interactions and lead to greater job performance and
satisfaction.
Resolve Conflict Situations by Excellent Communication

4. Soft skills encompass both personality traits, such as optimism, and
abilities which can be practiced, such as empathy. Like all skills, soft
skills can be learned
Resolve Conflict Situations by Excellent Communication
Soft skills :

5. Applying these skills helps us build stronger work
relationships, work more productively, and maximize
our career prospects.
Often we place the focus of our career development
efforts on hard skills – technology skills, knowledge,
and other skills that specifically relate to our ability to
get work-related tasks done.
‫تطبيق‬applying
Productively
Resolve Conflict Situations by Excellent Communication
Soft skills :

6. Soft skills include :
Communication
• Listening
• Showing Empathy
• Networking
• Self-confidence
• Giving and receiving feedback

7. Empathy is the ability to identify with another person’s
experience. While we often think of empathy in terms only of
identifying with someone’s pain or negative experience, we
can apply empathy in a variety of situations.
Resolve Conflict Situations by Excellent Communication
Soft skills :

8. Developing empathy allows us to imagine ourselves in
another person’s shoes, to respond to others, and
even to vicariously experience others’ feelings of
emotions.
Resolve Conflict Situations by Excellent Communication
Soft skills :

9. When we demonstrate empathy, we create
connections with others, which can help to build
teamwork or otherwise create shared goals.
Resolve Conflict Situations by Excellent Communication
Soft skills :

10. Empathy is one component of what is known as
Emotional Intelligence, or EI.
Emotional Intelligence is the ability to recognize and
manage our feelings so that they are expressed
appropriately.
Exercising emotional intelligence helps to create
harmonious, productive relationships.
Resolve Conflict Situations by Excellent Communication
Emotional intelligence

11. There are four key components of Emotional Intelligence:
Self-management
Relationship
management
Social awareness
Self-awareness
Self-management

12. • Self-awareness: The ability to recognize our own
feelings and motivations
• Self-management: The ability to appropriate express
(or not express) feelings
The four key components of Emotional Intelligence:

13. • Social awareness: Our ability to recognize the feelings
and needs of others, and the norms of a given
situation
• Relationship management: Our ability to relate
effectively to others
The four key components of Emotional Intelligence:

14. Taken together, these
skills make up our
Emotional
Intelligence
Quotient (EQI). The
EQI is a measure of
your ability to
exercise soft skills
such as empathy.

15. The word “professionalism” often conjures
express up images of a cold, distant, brusque
person in a nondescript navy blue suit. In fact,
many people have the sense that to be
“professional” is exactly the opposite of
demonstrating empathy and emotional
intelligence!
The four key components of Emotional Intelligence:
Professionalism

16. However, professionalism is a key soft skill, and it
doesn’t require you to be inauthentic, distant, or
detached.
The four key components of Emotional Intelligence:
Professionalism

17. Professionalism is simply the ability to conduct yourself with
responsibility, integrity, accountability, and excellence.
Acting with professionalism also means seeking to
communicate effectively with others and finding a way to be
productive
The four key components of Emotional Intelligence:
Professionalism

18. Professionalism involves what may seem to be small
acts, such:
• Always reporting to work on time and returning
promptly from breaks
The four key components of Emotional Intelligence:
Professionalism

19. • Dressing appropriately
• Being clean and neat
• Speaking clearly and politely to colleagues,
customers, and clients
• Striving to meet high standards for one’s own work
The four key components of Emotional Intelligence:
Professionalism

20. The End of Lesson 7

21. 21

22. Insight to Conflict definition
Conflict can ignite from the smallest word or action
and can spark destructive responses and behaviors.
22

23. Insight to Conflict definition
Unresolved or poorly navigated conflict can damage
and even destroy relationships. However, conflict
does not have to be destructive.
23

24. Insight to Conflict definition
Handled effectively, conflict can actually contribute to
stronger, deeper relationships and can help to
address ongoing problems and concerns.
24

25. Insight to Conflict definition
Effective communication skills serve a key role in
successfully resolving conflict, both in the home and
in the workplace.
25

26. 26

27. 27

28. Methods to overcome
Conflicts
28

29. The first step to conflict resolution is to decide what strategy you are
going to use to address it . However before you can do that , you
need to identify the root source of the conflict. There are three main
types of conflict as we shall explain below .
Conflict Resolution
29

30. Types of conflict
30

31. Types of Conflict :
There are three types of conflict :
1. personal or relational conflict
2. instrumental conflicts
3. conflicts of interest
31

32. Types of Conflict :
Personal or relational conflicts : are usually about
identity or self-image, or important aspects of a
relationship such as loyalty, breach of confidence,
perceived betrayal or lack of respect
32

33. Instrumental Conflicts : are about goals, structures, procedures and
means: something fairly tangible and structural within the
organization or for an individual
Types of Conflict :
33

34. Conflict of Interest : This types is concern with the ways in which the
means of achieving goals are distributed, such as time, money, space
and staff.
They may also be about factors related to these, such as relative
importance, or knowledge and expertise.
An example would be a couple disagreeing over whether to spend a
bonus on a holiday or to repair the roof
Types of Conflict :
34

35. 35

37. To avoid conflict try to be away from The
symptoms of the mistake which are manifested
as:
1.Justifying behaviors
2.Explaining why he was right
Avoiding Conflict

38. 3.Showing the other person why he was wrong
4.Rehashing what had already happened
5.No focus on what to do the next time this situation occurred to
make it turn out better
Avoiding Conflict

39. Problem discussion becomes negative and accusatory, if it goes on too
long. Problem solving is about finding ways to set and meet mutual
expectations and how to interact with and behave towards each
other so that conflicts do not recur.
Avoiding Conflict

40. Avoiding Conflict

41. Avoiding Conflict
If you want to productively resolve conflicts, move quickly to a future
focus. Only stay in the past long enough to understand how the
miscommunication or misunderstanding happened, and then look for
ways you can interact with the other person in the future to stop the
problem from happening again.

42. Topic ( 1 )
1.The Nature of Customer
Accommodation seeker .

44. In many ways, the nature of humans isn't
much different from that of other
animals: We need to breathe, eat, drink,
procreate, and survive. But there is
something that sets humans apart from
all other fauna: We are sentient. And one
of the manifestations of being self-aware,
beyond whatever we need, is that we also
want.

45. Perhaps one of the most essential
things we must understand about the
nature of those very important humans
- our customers - is the difference
between what they need and what they
want. Here are some examples of what
this mean, as well as what to do with
that information.

46. So if you're in the tire business, should you advertise your tires,
which are much like those of your competitors? Or should you
focus attention on your service program that anticipates when
your customers' tires need replacing and handles that project for
them, including pick-up and delivery? How about this tag line:
"New tires AND your Saturday back.“
• Everyone who owns a car will need to buy new tires at some
point. But what they want is to not have to take an entire
Saturday to find and acquire them.

47. Basically the hairless weenies of the animal kingdom,
human beings need shelter. But what they want is a
home, not a house.

48. So if you're a realtor, should you focus
your assistance on the list of features of a
house, or how the exterior setting and
interior space fits your customers' sense of
what a home is?

49. E.G :
What I want to know is how much will you enjoy the sun rising over
that ridge as you have your first cup of coffee every morning for as
long as you live here.

50. • Humans, like thousands of other warm-blooded
animals, need to eat every day, whether they get to or
not. But only humans want to dine.
So if you own a fine dining restaurant, do you
emphasize the food that will be forgotten tomorrow,
or the atmosphere that can create a memory? "

51. Check this out: "Long after you've forgotten how
wonderful our food is, you will still remember that
table for two in the corner, or the booth next to the
fireplace.

52. Hospitality &
Accommodation seeker
Nature

53. We must know that travelling is a part of who we are.
And when we are asked why we travel or seek an
accommodation , we will list a myriad of reasons.
Hospitality & Accommodation seeker Nature

54. 1. You love meeting new people.
Travelling &Seeking Accommodation reasons :

55. 2. You love experiencing new things.
Travelling &Seeking Accommodation reasons :

56. 3. You love seeing new places.
Travelling &Seeking Accommodation reasons :

57. 4. You love tasting new foods.
Travelling &Seeking Accommodation reasons :

58. 5. You love adventure and the
spontaneity that the journey brings
Travelling &Seeking Accommodation reasons :

59. 6. You enjoy pushing yourself out of your comfort
zone
Travelling &Seeking Accommodation reasons :

60. 7. You enjoy the personal growth that
happens within you through the culmination
of everything you experience and the
people you meet.
Travelling &Seeking Accommodation reasons :

61. Let’s analyze 12 common characteristics of people who
love traveling ,seeking food and accommodation
. Bear in mind that many of these are learned traits
that are refined the more one travels. And if you are
an aspiring traveler – the best advice I can give you is
take the plunge.
Hospitality & Accommodation seeker Nature

62. Be aware of triggers

64. Complaints in reviews are often less about the problem
than about how staff handled the problem when it
was brought to their attention.
4.Factors may trigger an angry response from others

65. 4.Factors may trigger an angry response from others
Triggers are things an employee does or says that make a guest angry.
The more emotional a guest becomes, the harder it will be to reason
with him.

66. There are three types of triggers:

67. Visual triggers
They include gestures, body language, facial
expressions, posture, personal presentation and
environment. If your jaw is clenched, you avoid eye
contact or your arms are folded, the guest may
interpret this as apathy, inflexibility or even
aggression..

68. Verbal triggers
They are related to the
things you say.
Interrupting can escalate
a tense situation, as can
telling guests they are
wrong.
Avoid saying things like
“You should have” and “I
can’t”; instead, tell the
guest what you can do.

69. Vocal triggers
They are related to the tone, volume and speed of your voice. Speaking
too quickly can confuse or irritate a guest, whereas speaking slowly or
loudly can come across as patronizing. Strive to speak clearly, with a
strong, confident voice and a soothing tone.

70. Continue : Topic ( 2 ) :
Resolve Conflict Situations
by Excellent
Communication

71. Recognizing and resolving conflicting needs
If you are out of touch with your feelings or so stressed
that you can only pay attention to a limited number of
emotions, you won’t be able to understand your own
needs.

72. Recognizing and resolving conflicting needs
If you don’t understand your deep-seated needs, you
will have a hard time communicating with others and
staying in touch with what is really troubling you.

73. Successful conflict resolution depends
on your ability to:

74. Manage stress while remaining alert and
calm. By staying calm, you can accurately
read and interpret verbal and nonverbal
communication.
Recognizing and resolving conflicting needs

75. Control your emotions and behavior. When
you’re in control of your emotions, you can
communicate your needs without
threatening, frightening, or punishing
others.
Recognizing and resolving conflicting needs

76. Pay attention to the feelings being
expressed as well as the spoken words
of others.
Recognizing and resolving conflicting needs

77. Be aware of and respectful of differences.
By avoiding disrespectful words and actions,
you can resolve the problem faster.
Recognizing and resolving conflicting needs

78. Healthy and unhealthy ways of managing
and resolving conflict
Conflict triggers strong emotions and can
lead to hurt feelings, disappointment, and
discomfort. When handled in an unhealthy
manner, it can cause irreparable rifts,
resentments, and breakups.
Recognizing and resolving conflicting needs

79. But when conflict is resolved in a healthy
way, it increases our understanding of one
another, builds trust, and strengthens our
relationship bonds.
Recognizing and resolving conflicting needs

80. Unhealthy responses to conflict are
characterized by:
·An inability to recognize and respond to matters of
great importance to the other person
·Explosive, angry, hurtful, and resentful reactions

81. Unhealthy responses to conflict are
characterized by:
·The expectation of bad outcomes
·The fear and avoidance of conflict

82. Healthy responses to conflict are
characterized by:
·The capacity to recognize and respond to important
matters
·A readiness to forgive and forget

83. Healthy responses to conflict are
characterized by:
·The ability to seek compromise and avoid punishing
·A belief that resolution can support the interests and
needs of both parties

84. Four key conflict resolution skills

85. The ability to successfully manage and resolve conflict depends
on four key skills. Together, these four skills form a fifth skill that
is greater than the sum of its parts: the ability to take conflict in
stride and resolve differences in ways that build trust and
confidence.

86. Conflict resolution skill 1:
Quickly relieve stress

87. Conflict resolution skill 2:
Recognize and manage your emotions.

88. Conflict resolution skill 3:
Improve your nonverbal communication skills

89. Conflict resolution skill 4:
Use humor and play to deal with challenges

90. ·1.Make the relationship your priority.
Maintaining and strengthening the relationship, rather
than “winning” the argument, should always be your
first priority. Be respectful of the other person and his
or her viewpoint.
Tips for managing and resolving
conflict while forming Plans of Actions

91. 2. Focus on the present.
If you’re holding on to old hurts and resentments, your
ability to see the reality of the current situation will
be impaired. Rather than looking to the past and
assigning blame.
Tips for managing and resolving
conflict while forming Plans of Actions

92. 4. Be willing to forgive.
Resolving conflict is impossible if you’re unwilling or
unable to forgive. Resolution lies in releasing the urge
to punish, which can never compensate for our losses
and only adds to our injury by further depleting and
draining our lives.
Tips for managing and resolving
conflict while forming Plans of Actions

93. Be specific about what is bothering you. Vague complaints are hard to
work on.
Deal with only one issue at a time. Don't introduce other topics until
each is fully discussed. This avoids the "kitchen sink" effect where
people throw in all their complaints while not allowing anything to be
resolved
Tips for managing and resolving
conflict while forming Plans of Actions

94. No "hitting below the belt." Attacking areas of
personal sensitivity creates an atmosphere of distrust,
anger, and vulnerability.
Tips for managing and resolving
conflict while forming Plans of Actions