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Communication concepts, resolving conflict and successful negotiation
by Rob Rogers
Introduction
Communication in words and actions
Leader encodes messag
e
Receiver
decodes messag
e
channel
Potential noise
Communication breakdown
• Individual differences
• Knowledge
• Values
• Attitudes
• Backgrounds
Feedback
Leader encodes messag
e
Receiver
decodes messag
e
channel
Return message decoded and sent
Potential noise
Strategic conversations
a.Creating an open communication
climate
b. Asking questions
c. Listening
d.Discernment
e.Dialogue
Open communication
Illustration
Our leader
Asking Questions
• Leadership is not about being the person with all the right answers, but it is about being the person with all the right questions!
Active Listening
Discernment
Conversation
Reveal feelingsExplore assumptionsSuspend convictions
Build common ground
State positionsAdvocate convictions
Convince othersBuild oppositions
Long-term, innovative solutions
Unified groupShared meaning
Transformed mind-sets
Short-term resolutionAgreement by logic
Opposition beaten downMind-sets held onto
Dialogue
Result
Discussion
Result
Lack of understanding, disagreement, different points of view
Source: Adapted from Edgar Schein, “On Dialogue, Culture, and Organizational Learning.” Organizational Dynamics (Autumn 1993), p. 46.
Conversation
Reveal feelingsExplore assumptionsSuspend convictions
Build common ground
State positionsAdvocate convictions
Convince othersBuild oppositions
Long-term, innovative solutions
Unified groupShared meaning
Transformed mind-sets
Short-term resolutionAgreement by logic
Opposition beaten downMind-sets held onto
Dialogue
Result
Discussion
Result
Lack of understanding, disagreement, different points of view
Source: Adapted from Edgar Schein, “On Dialogue, Culture, and Organizational Learning.” Organizational Dynamics (Autumn 1993), p. 46.
Dialogue
• actively listening and speaking to one another....discovering common ground and understanding each other
Conflict
3 Ways to Respond to Conflict:
• fight
• flight
• work it out
Illustration
“The Call”
Illustration
“The Call”
Negotiation
Goals are the focus
•a. what we want
•b. what they want
•c. will the offer satisfy our goals
Conclusion
• Different communication concepts
• Ideas about resolving conflict and successfully negotiating with others.
Communication concepts, resolving
conflict and successful negotiation
by Rob Rogers