INSTITUTE OF NEW KHMER

DEPARTMENT OF ENGLISH, BED. TEFL

Faculty of Education and languages

Course: Communication Skills

Class lecture by:MR. SOUN SOK ROEUN

COMMUNICATION

What is communication? is the activity of conveying information through the exchange of ideas, feelings, intentions, attitudes, expectations, perceptions or commands, as by speech, gestures, writings, behavior and possibly by other means such as electromagnetic, chemical or physical phenomena. It is the meaningful exchange of information between two or more participants (machines, organisms or their parts).

Chapter 3

Dealing with Conflict

I. What is conflict? Conflict is a situation in which two things are every

different from each other and cannot easily exist together. Conflict is a situation in which there are opposing ideas,

opinions, feeling of the people.

Levels of conflictThe levels of conflict are five steps:1. Discomforts2. Incidents3. Misunderstandings4. Tension5. Crisis Note: Conflict can be positive or negative.

Kinds of conflict There are two point:

1. Constructive conflict occurs, when you solved your conflict and come to better understanding of the other person may have more export for each other.

2. Destructive conflict occurs, when it causes your relationship to weakness or even.

Mapping the conflict

A map is a useful way of the finding the cause of the conflict. The cause may be a difference in facts, goals or values, or in methods of talking action.

An example of a conflict map is shown in figure next slides…

Discomforts

Incidents

misunderstandings

Tension

crisis

Figure levels of conflict

Perhaps nothing is said yet. Do you feel uncomfortable about a situation, but not quite sure why?Has something occurred between you and someone else that has left you upset, irritated or with result you didn’t want?Here motives facts are often confused or misperceived. Do your thoughts keep returning frequently to the problem?Here relationships are weighed down by negative attitudes and fixed opinions. Has the way you feel about and regard the other person significantly changed for the worse?Behavior is affected, normal functioning become difficult , extreme gestures are contemplated or executed. Are you dealing with a major event like a possible rupture in relationship, leaving a job, violence?

Prepare the mapThere are four steps in mapping a conflict,

each with a specific purpose.1. Define the issue to gain a clear idea of the

issue/s to be mapped.2. Identify who is involved to identify and group

together people with shared needs and concerns.

3. List the major needs and concerns from each party to implement the win- win approach and generate approach solutions.

4. Read the map- to draw together common threads and highlight point of special concerns or importance.

WHONeed: …. …. ….

Concerns: … … …

Need: …. …. ….

Need: …. …. ….

THE ISSUE

Figure Mapping a conflict

MAPPING

Design the options A number of different strategies are used to design the options before action is taken. Some those are to: Brainstorm to choose the options Use Dewey’s Reflective Thinking Process Use the decision-making Agenda Divide or chunk the problem into small

pieces Use a trial and error approach.For more information on brainstorming, refer to Chapter12.

Communication: A rage of techniques are use to resolve conflict.

Conflict : Common key conflict resolution is a capacity to communicate effectively.

AssertionPeople who are able to say what they mean and

to acknowledge the rights of other to have opinion and feeling are effective communicators.

Assertive behavior Shows in your way of speaking listening and

questioning and in your nonverbal behavior .

Constructive responses to conflict

Mutual respect: Assertive behavior increases our self-esteem , leads to the development of mutual .

TYPES PURPOSE BEHAVIOUR INTENE OUTCOME Fight To be in control and Aggressive I win – you lose defend a position Flight To escape the situation Submissive I lose- you win and avoid the results Flow Situation and respond Assertive I win- you win appropriately

Non-assertive behavior Is described as aggressive or submissive behavior . In using it , we ignore our own rights by failing to express hones feelings, thought and beliefs. Aggressive people usually try to win at all cost by dominating other.

CONFLICT

Rescuer Persecutor

Victim

Figure Drama triangle

Caring Open

Wining

Assertive

Figure Drama triangle

Assertive statement are use to make people aware of your rights while respecting theirs. Where their behavior is aggressive (not respecting your rights) , or dangerous to themselves or, other send clear assertive massage and listen to the message from the other party.

There-part assertive message The gold of assertiveness is to be caring, honest and accepting in our relationships with other. The basic message has there parts: This is what I think , plus This is what I feel , plus This is how I see the situation For example I know we really busy , plus However I feel stress when everything is giving equal importance ,

plus I would like same way of prioritizing the work from most important to

least important. message are assertive statement that help to send a clear message

particularly. conflict situation as it is a clear statement about what you want or how you feel, it leads to conflict situation , the ( I ) message has there parts.

Assertive statement

In a conflict situation speak in a pleasant ways, send a appropriate verbal message to the other person and match your nonverbal behavior to the spoken message. Most of the message we receive from other are based on these nonverbal message. If you can interpret the nonverbal message as will as the verbal message of the other person , you have two ways of checking the content . This feedback is very important as you negotiate and remove conflict . As you receive information from the other person, ask question to check that your interpretation is correct.

NONVERBAL

Listening

Listening is vital to good communication and to conflict resolution. Effective listening skills can be learn and developed.

EMPATHY BLOCKERS

I. Empathy blockers include:listening ineffectivelyPassing judgmentChanging the topicLooking away or past the speaker

II. Summary There are six point that we should about it:1. Describe the stage levels of conflict the levels of conflict are discomfort, incidents, misunderstanding , tension and crisis.

2. Identity signs of potential or actual conflict people who are alert to feeling of discomfort and aware of incidents are able to use their communication skills to deal with the conflict at the lower levels before tension and crisis.

3. Preparing the map to identify the issue the issue and needs A map is useful tool when you need to determine the cause of the conflict . Who is involved, their needs concerns and the issues.

4. Use active listening in conflict resolution in the conflict resolution process active listening enables you attend to the other party, to encourage them and reflect their message you can hear the whole message.

5. Give feed back assertively sent clear, assertive “I” message and listen. Check your nonverbal message and their appropriateness to the situation.

6. Use communication skills that facilitate constructive responses to conflict in the work place the challenge is to develop confidence is selecting and using the communication skills suited to situation. Develop skills in dealing with conflict so that it is positive and constructive rather than negative and destructive.

Dealing with the potential conflict

There are have three point that refer to:1. Assume you’re Kieran, the senior purchasing officer in a large organization.Example: how would you approach Therese with your concerns?2. Your opening statement to Therese at meeting in her officer is ‘Therese, I need to speak to you about the latest purchase requisition.’

a. Present his point of viewb. Disagreec. Give feedbackd. Negotiate to a win- win situation.

3. a. Use a map to help you get an overall picture of conflict b. Identify ways for Kieran to: (i) separate the person from the problem, and (ii) focus on interests not positions.

Who want to ask any question about this Chapter please stand up and queries!

Work in pairs to create the script and act out the two roles. Identify assertive ways for Kieran to:

Reference Communication Skills (INK) on page 31-43

Finally my group member:

1. Mr.Sreng kua2. Mr.Som Sophal3. Mr.Mech Sophat4. Mr.Ren Borey5. Mr.Ros Cheirith 6. Mr.Seng Sorrn7. And Mr.Soth

Sophanith

We are would like to say thank you to teacher and

all of you that pay attention listened to my

group presentation.