office of the provost + academic affairsbuilding a supportive department culture

Effective Communication for Conflict Resolution
Presentation by Matthew Cole, Ph.D.  Psychology Program Director, Lawrence Tech
* Conflict resolution is a process of working through opposing views in order to reach a common goal or mutual purpose.
* To be an effective communicator, we must listen.
     -55% of communication is nonverbal.
     -38% is in the tone of the voice.
     -7% of effective communication is the words.
* Keys to Resolution
     -Consider changing how you react to the person
     -Stay flexible
     -Check out the facts first
     -Act with respect for yourself and others
     -Own your feelings –"I" statements
     -Focus on solving the problem, not placing blame
     -There’s no time like the present
     -Change how you react to the person

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