Friday October 21, 2011 8:30am - 12:00pm
Vital Skills for Communicating in Conflict
Ms. Donna Soules
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Course Outline
Conflict often arises when there is misunderstanding in communication. When people's basic needs and values are threatened, they can feel angry and confused. It is normal for conflict to develop in a worksite where stress and change exist. In this presentation people will learn skills to assist them in resolving differences in a supportive and practical manner.
Features of the Presentation
This Vital Skills presentation provides an overview of techniques necessary for clear and open communication. The presentation is designed to be interactive with introduction to skill development. Participants will have the opportunity to look at the underlying needs and interests of people involved in conflict situations.
Objectives
The presentation will increase participants' ability to:
* describe his/her own listening habits (verbal and non-verbal).
* demonstrate skills of constructive communication
* active listening
* questioning and exploring
* asserting.
* differentiate between an assertive, passive and aggressive response.
* understand the dynamics of anger.
* give and receive information non-judgmentally and non-defensively.
Biography
Ms. Donna Soules obtained her certification in Conflict Resolution from the Justice Institute (Vancouver) in 1993, has a Master's Degree in Conflict Resolution from Antioch University (Ohio) and has been a member of the Attorney General's Mediation Roster since 1998. Together with her mediation training and extensive counselling experience, she brings a wealth of knowledge to the challenges of dispute resolution.