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Communication, Conflict, and Leadership
By Sara Carter
And
Kevin Elliott
Active Listening - F.E.A.R.S.
Focus
Empathize
Ask open-ended questions
Reframe
Summarize
F - FOCUS
Active listening requires your full attention
Essence of conflict resolution centers around the speaker feeling heard and understood
E - EMPATHIZE
Empathizing is the ability to put yourself in another’s situation and understand HOW THEY FEEL
Focuses on emotions of speakerNeed to identify and gauge intensity of the emotions
You don’t have to agree with the emotion but rather identify and understand how the speaker feels
A - ASK OPEN ENDED QUESTIONS
Provides the listener with more information than a close-ended “yes/no” question
Gathering information is crucial to managing conflict
R - Reframe
Uses quick sentences that acknowledge the emotions that you are feeling without attributing any judgment to the stated emotions
Illustrates that you are present and engaged in the dialogue
S - Summarize
Paraphrase what the speaker has said
Not simply mimicking their words, but rather internalizing the essence of what’s been said and giving it back to the speaker in your own words
What is Alternative Dispute Resolution ?
Alternative to judicial system (litigation)Includes three main variants
NegotiationMediationArbitration
AdvantagesFewer costsConfidentialityMore control over the people surrounding the process
How it Affects You
Mandatory Binding Arbitration ClausesYou must submit to binding arbitration, which takes away your right to use the judicial system
Cannot appeal these decisions
These are everywhereCredit card contracts
Phone contracts
Rental clauses
Car contracts
Interests Vs. Positions
Position Where you stand on the issue
InterestWHY that position is important
What underlying needs are motivating you
Most of an iceberg lies beneath the surface….