Effective Communication and Conflict Management

Study Notes

Verbal Communication: face-to-face interaction, tone, pitch, volume, and pace of speech
Non-Verbal Communication: body language, facial expressions, eye contact, and physical touch
Active Listening: paying attention, maintaining eye contact, and clarifying messages
Clear Messages: using "I" statements, avoiding jargon, and being concise

Causes of Conflict: differences in values, goals, and interests; poor communication; and power imbalances
Conflict Resolution Strategies:
1. Avoiding: ignoring or withdrawing from the conflict
2. Accommodating: sacrificing one's own needs for the sake of others
3. Compromising: finding a middle ground that satisfies both parties
4. Competing: pursuing one's own needs at the expense of others
5. Collaborating: working together to find a mutually beneficial solution
Conflict Management Skills:
- Remaining Calm: managing emotions and staying composed
- Staying Focused: concentrating on the issue at hand
- Seeking Clarification: asking questions and clarifying concerns
- Paraphrasing: restating the other person's message to ensure understanding
- Seeking Common Ground: finding shared goals and interests

Team Conflict: occurs when team members have differing opinions, values, or goals
Types of Team Conflict:
- Task Conflict: disagreements about work-related tasks and goals
- Relationship Conflict: interpersonal conflicts between team members
Managing Team Conflict:
- Encouraging Open Communication: creating a safe and respectful environment for discussion
- Fostering Collaboration: promoting joint problem-solving and decision-making
- Addressing Conflicts Early: dealing with conflicts promptly to prevent escalation

Negotiation: a voluntary process where parties reach a mutually acceptable agreement
Mediation: a facilitated process where a neutral third party helps parties reach an agreement
Negotiation Strategies:
- Principled Negotiation: focusing on interests, options, and criteria
- Distributive Negotiation: focusing on distributing resources and making concessions
Mediation Techniques:
- Active Listening: facilitating open and respectful communication
- Reframing: rephrasing negative statements into positive and constructive ones

Verbal Communication involves face-to-face interaction, tone, pitch, volume, and pace of speech
Non-Verbal Communication encompasses body language, facial expressions, eye contact, and physical touch
Active Listening requires paying attention, maintaining eye contact, and clarifying messages
Clear Messages are achieved by using "I" statements, avoiding jargon, and being concise

Causes of Conflict include differences in values, goals, and interests; poor communication; and power imbalances
Conflict Resolution Strategies are:
- Avoiding by ignoring or withdrawing from the conflict
- Accommodating by sacrificing one's own needs for the sake of others
- Compromising by finding a middle ground that satisfies both parties
- Competing by pursuing one's own needs at the expense of others
- Collaborating by working together to find a mutually beneficial solution
Conflict Management Skills necessary for effective conflict resolution include:
- Remaining Calm by managing emotions and staying composed
- Staying Focused by concentrating on the issue at hand
- Seeking Clarification by asking questions and clarifying concerns
- Paraphrasing by restating the other person's message to ensure understanding
- Seeking Common Ground by finding shared goals and interests

Team Conflict occurs when team members have differing opinions, values, or goals
Types of Team Conflict are:
- Task Conflict involving disagreements about work-related tasks and goals
- Relationship Conflict involving interpersonal conflicts between team members
Managing Team Conflict requires:
- Encouraging Open Communication by creating a safe and respectful environment for discussion
- Fostering Collaboration by promoting joint problem-solving and decision-making
- Addressing Conflicts Early by dealing with conflicts promptly to prevent escalation

Negotiation is a voluntary process where parties reach a mutually acceptable agreement
Mediation is a facilitated process where a neutral third party helps parties reach an agreement
Negotiation Strategies include:
- Principled Negotiation focusing on interests, options, and criteria
- Distributive Negotiation focusing on distributing resources and making concessions
Mediation Techniques include:
- Active Listening facilitating open and respectful communication
- Reframing rephrasing negative statements into positive and constructive ones