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