Presenter: Bruce E. Mow Masters Public Administration President

Transcription

1 [Photo of Presenter] Presenter: Bruce E. Mow Masters Public Administration President

2 Here s what we ll learn about A basic working knowledge of the 5 types of communication. Understanding the importance of improving our self-image and self-esteem. Self-Image and self-esteem make a difference in the outcome of conflict resolution. Learning the difference between response and reaction. Creating win-win scenarios by using assertiveness skills. Appreciating differences in personalities, gender, generations and cultures & ethnicity. Awareness of the root causes of anger and why people escalate and lose their composure. Strategies to diffuse anger when an individual is getting out of control. Six key points to use when resolving conflict and dealing with difficult people. Questions and Answers These presentations slides will be available to download at ihsinfo.org/convention

3 Treat others the way they want to be treated. The Platinum Rule Tony Allessandra, PhD Relationship Strategies

4 The Importance of... Excellent Interpersonal Communication Skills [Photo]

5 5 Basic Forms of Communication Reading Listening Non-Verbal (Body Language) 55% Verbal (Sounds we Make) 38% The Words we Write/Speak 7%

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7 E+R=O 2 out of 3 professionals wrestle with Self-Esteem/Self-Image Self-Esteem/Self-Image and Peak Performance go hand-in-hand Jack Canfield Self-Esteem & Peak Performance

8 Reaction - A reply or a behavior stemming from internal knowledge based on personal values, ethics or standard operating procedures. Response - A reply or behavior prompted by external influences that stimulate thought/behavior. We can CHOOSE our responses. Or, we can REACT to situations. Which gives you more power?

9 Passive Assertive Aggressive Lose-Win Win-Win Win-Lose Standing up for your rights without violating the rights of others. Carol Price

10 People have two basic needs: The need to be valued The need to be understood How to Deal With Difficult People

11 Appreciating Differences Personality Differences Gender Differences Generational Differences Cultural & Ethnic Differences

12 Appreciating Differences Personality Differences Gender Differences Generational Differences Cultural & Ethnic Differences

13 The Four Behavioral Styles Hippocrates/Galen Melancholic Phlegmatic Choleric Sanguine Carl G. Jung Thinker Feeler Director Initiator Merrill and Reid Analytical Amiable Driver Expressive D.I.S.C. Compliance Steady Dominant Influence True Colors Gold Blue Green Orange Bird Symbols Owl Dove Eagle Peacock Animal Symbols Beaver Retriever Lion Otter

14 Appreciating Differences Personality Differences Gender Differences Generational Differences Cultural & Ethnic Differences

15 Appreciating Differences Personality Differences Gender Differences Generational Differences Cultural & Ethnic Differences

16 Connecting the Generations Traditionalists ( ) Loyal Save, Self-Denial Boomers ( ) Optimistic Competitive, Opportunistic Generation X ( ) Skepticism Media, Independent Millennials ( ) Authentic Technology, Efficient Cuspers (Between) Blended

17 Appreciating Differences Personality Differences Gender Differences Generational Differences Cultural & Ethnic Differences

18 Two Reasons Why People Get Angry: They feel an injustice has been committed. They feel a lack of control. 21 Ways to Diffuse Anger & Calm People Down

19 Stealth Strategies to Diffuse Anger and Calm People Down Adjust my breathing Lower my voice to exhibit calmness and sincerity Ask Left Brain type of questions Apologize quickly Look for common ground to demonstrate understanding Assurance that an agreeable resolution is attainable Ask open-ended questions Offer options

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21 Six Key Points to Use When Resolving Conflict Keep the vision out in front of the people Give Them the Benefit of the Doubt Focus on Behavior / Issues not Personality Ask Open-Ended Questions Praise Publicly; Correct Privately Praise Correct Praise (Sandwich Technique)

22 Conclusion Effective conflict management and handling difficult people skills requires effort, thought and intentional actions, however, individuals who have become proficient in these skills are respected, sought out and rewarded as a result of their mastery of this subject.