Conflict Resolution Academy


Communication


Communication is made up of two basic skills — communicating TO others and receiving communication FROM others. Talking tends to push people and listening tends to pull them. 85% of success is due to the ability of people to deal with others, and 15% of success is due to technical training. The goal of communication skills is human relations, in other words, to leave people better than how you found them and for people to feel better about themselves for having been with you. This is particularly helpful in the workplace and during performance documentation and evaluation.

There are five techniques for improving communication skills:
  • Use reflective listening.
  • Explore understanding.
  • Recognize feelings and emotions.
  • Find things to validate.
  • Identify the “positive” request in a conversation.
When communicating TO others, it is necessary to develop effective "I statements".

When receiving communication FROM others, there are two effective levels of listening. There is "feeling" and there is "content." This requires listening skills, and listening is hard work. You must:
  • Attend
  • Acknowledge
  • Reflect
  • Clarify
  • Respond
Mediation in progress
Communication dynamics often push people outside of their Comfort Zones. People often act (or fail to act) largely to protect their Comfort Zone.

When conflict is a part of the communication dilemma, then you must develop conflict communication skills. You must learn to deal with the idea that each party believes:
  • the person is the problem.
  • the conversation is taking place in an imbalanced personal state.
  • each party comes to the table with a single solution mindset.
Exploring and understanding each of these skills is a step toward improved communication in both the workplace and personal settings. In order to customize a training program to meet your needs, Conflict Resolution Academy has developed a system designed to create a presentation with sensitivity to time constraints and training budgets. Contact our offices at the phone number below with questions or if you need assistance.