L evel 1 General Conference of Seventhday Adventists Womens Ministries Department wwwadventistwomensministriesorg General Conference of Seventhday Adventists Womens Ministries Department ID: 754486
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LEADERSHIPCertification ProgramLevel 1
General Conference of Seventh-day Adventists Women’s Ministries Departmentwww.adventistwomensministries.orgSlide2
General Conference of Seventh-day Adventists Women’s Ministries Departmentwww.adventistwomensministries.orgSlide3
General Conference of Seventh-day Adventists Women’s Ministries Departmentwww.adventistwomensministries.orgSlide4
Communication andConflict ManagementLeadership Certification Program - Level 1
Written by
Daphne Jean ThomasSlide5
The ways we interact with fellow humans EYES
BODY
WORDS
FACE
VOICESlide6
We SEE things: not as they are but as
we are
The
Role
o
f
PerceptionSlide7
Listen well, so that the message sent and the message received are what you wantSlide8
Our Perception of Reality is Not Necessarily Reality Challenging the validity
of our perceptions Challenging the absoluteness
of our perceptions
Challenging the
current
accuracy
of our perceptionsSlide9
Take responsibility! Choose your responsesInterrupt reactive patternsDon’t react! Communicate!
Our behaviors can be:LOGICAL CONSIDERED MATURESlide10
Communication Styles The DirectorThe Stabilizer
The Party Person
The Accountant Slide11
The Role of Empathy in CommunicationEmpathy is learning to listen with your head
and your heart.
Take seriously the other person’s
needs
and
concerns
.
V
alue
their right to their feelings and attitudes.
Their
privacy
,
values
and
experiences
Reserve judgment and blame. Slide12
Creating Empathy By What We DoBe aware of and respectful of any cultural differencesLook at the person and take an active interest in what she is sayingAsk relevant questions for clarificationUse
open body languageBe very aware of your facial expression Make
affirming
gestures
Use a
warm
vocal toneSlide13
Empathy Blockers!Domination:ThreateningOrderingCriticizingName Calling
ShoutingSlide14
Empathy Blockers!Manipulation:Withholding relevant informationInterrogatingPraising to manipulateSlide15
Disempowerment:Diagnosing motivesUntimely adviceChanging the topicEmpathy Blockers!Slide16
Denial:Refusing to address the issue Empathy Blockers!Slide17
7% VERBALWhat you said38% VOCALHow you said it 55% VISUALBody language/non verbal
The Communication ProcessSlide18
Much of what we communicate is unconscious2. Much of what we communicate is unintentional3. Much of what we communicate is
incongruent
We have to remember:Slide19
What we SAY and what we DO match.Communication is CONGRUENT when:Slide20
S T A RIn situations of crisis and potential conflict always remember:We need to:STOPTHINK
ANALYZERESPOND
Managing ConflictSlide21
AVOID Wait / SeeFORCE Win / LoseACCOMMODATE Lose / WinCOMPROMISE Lose / LoseCOLLABORATE Win / WinConflict Resolution StrategiesSlide22
1. Pray about the Problem Together2. Clarify the Issues. Focus on the Needs and Goals3.
Understand Each Other’s Perspective4. Break the Conflict into Small Steps
5
.
Give
and
Take
The Five Steps in Resolving Conflicts