interpersonal skills: effective communication & conflict resolution chapter 9
TRANSCRIPT
Interpersonal Skills: Effective Communication & Conflict Resolution
Chapter 9
What are interpersonal skills?
Skills needed to get along with others Communication skills, conflict
resolution skills, and planning skills
Communication Skills
Terms to know: active listening, body language, communication, eye contact, feedback, “I” statements, nonverbal, verbal
Communication: sending and receiving of messages between people
Ways of communicating: 1. “I” messages 2. Verbal 3. Nonverbal
“I” statements
Three parts to an “I” statement “I feel…” “when you…” “because…”
Using “I” statements in an argument helps to avoid raising negative feelings Not attacking the other person
Verbal
Words are used Tone of voice, how you say words Knowing how you sound ensures you are
sending the right messages you intend to send
Knowing when and where to communicate can make communicating more positive Make sure the person is willing and able to listen Avoid times when emotions can interfere Make sure other person is not distracted
Nonverbal
Without words or body language Affects not only how others see you,
but also how they react to your verbal message
Eye contact is very important with nonverbal communication
Active Listening
Concentrating on what is said so that you understand and remember the message
Helps: Relationships grow Grow as a person Know more about the world Boosts self-esteem
How to listen better
Concentrate Listen with a purpose Keep an open mind Be positive Make eye contact Control you emotions Don’t interrupt
Feedback
Listener lets the speaker know that he or she is trying to understand the message being delivered
Ways to give feedback: Interject a comment when the speaker pauses Summarize what the other is saying Express interest by asking questions Show empathy when others are upset
Example: “that’s so unfair” or “you must have been hurt”
Body Language Activity
Body Language Activity http://www.cccoe.net/social/bodylang.htm
Conflict Resolution
Chapter 11
Conflict Resolution
Terms to know: conflict, mediation, negotiation, peer mediation
Conflict is a struggle between people who disagree
Not unusual to have conflicts
Why conflicts occur
Situational causes Personality
differences Power struggles
Negative Results
Negative emotions arise People can become ill People say things they don’t mean Relationships suffer Violence can occur
Resolving conflicts
Conflict resolution process: 1. Identify the problem 2. Identify possible outcomes 3. Evaluate each suggested solution 4. Pick the best solution 5. See if the solution is working 6. If necessary, agree to disagree
Skillful resolution
Use words, not fists Take charge of the situation Take turns talking Control your voice Show respect Speak the truth Control your language Use effective body language Value your safety
Avoiding conflicts
See the positive side in situations Change the subject Defuse the situation with confidence Don’t be easily irritated
??When should you ignore a conflict??
Mediation
Unbiased third party that helps in settling conflicts
Used when two people can not settle a conflict on their own
Peer mediation (process in which specially trained students help other students resolve conflicts peacefully) are used in schools
Time Management
Tools to help manage time: Calculators, date
books, electronic planners, calendars, etc.
How to manage time
Set goals – goal’s become your guide Example: someone wants to improve on the
piano, schedule more practice time What do you want to accomplish today? This
week? Month? year? Set priorities – we usually don’t have time to
do everything we want to do; therefore, we must prioritize (decide which tasks are more important than others
Cont.
To-do lists: Write down what you want to accomplish Assign it a category: A,B,C
“A” most important , etc. Schedule some “down time” also!!
Trouble-makers
Wasted time: identify what you do that might be wasting time
Procrastination: putting things off Do unpleasant tasks first Avoid distractions and interruptions Set up a schedule
Over commitment: learn to say “no”
Strategies
Break large tasks into smaller units Dovetail activities (overlap activities in order
to save time) Allow enough time (don’t rush) Be prepared Evaluate standards (are you setting
impossible standards for yourself?) Be flexible: not everything goes as planned