Interpersonal Skills: Effective Communication and Conflict Resolution

Effective Communication

Skills needed to communicate effectively with others.

Verbal Communication

Use of words to send a message, which can be spoken or written.

Nonverbal Communication

Use of body language, tone and volume of voice, and other wordless signals to send a message.

Active Listening

Focusing full attention on the speaker, making eye contact, and acknowledging what is said.

I-Statements

Statements that explain how the speaker thinks or feels without passing judgment on the receiver.

Communication Process

Exchange of messages and feedback between a sender and a receiver.

Sender

The person who delivers the message in the communication process.

Receiver

The person who receives the message in the communication process.

Feedback

The response from the receiver indicating that the message has been received and understood.

Assertive Communication

The best style for effective communication, characterized by expressing needs clearly and respectfully.

Miscommunication Online

Occurs easily because nonverbal cues, such as gestures and facial expressions, are not always available.

Conflict Resolution

The process of addressing and resolving conflicts to strengthen relationships.

Mediation

Aids in conflict resolution by facilitating communication between conflicting parties.

Communication Styles

Different approaches to conveying messages, including assertive, passive, and aggressive styles.

Factors Causing Conflict

Various elements that lead to disagreements or disputes between individuals.

Steps in Resolving Conflict

A systematic approach to effectively address and resolve disputes.

Online Communication Strategies

Guidelines for respectful and effective communication in digital formats.

Importance of Expressing Needs

Clearly stating wants, needs, opinions, and feelings is essential for effective communication.

Communication Barriers

Obstacles that hinder effective communication, such as assumptions and lack of clarity.

Examples of Verbal Communication

Text messages, social media posts, in-person conversations, phone calls, emails, letters, and notes.

Examples of Nonverbal Communication

Body language, tone of voice, and facial expressions that convey messages without words.

Conflict

Disagreement or argument that occurs due to misunderstandings or differing priorities, values, goals, or needs.

What Causes Conflict?

Different priorities, different values, different goals, different needs, misunderstandings—failures in communication.

Conflict-Resolution Skills

Strategies for working through a disagreement or argument in positive, productive ways.

Negotiation

A process in which people work together to think and talk through a solution to a conflict.

Compromise

Often, both sides agree to give a little, or compromise, to reach a solution that is acceptable for all people involved.

Peer Mediation

Process in which specially trained students work with other students to resolve conflicts.

Healthy Conflict

Conflict that is resolved in a constructive manner.

Unhealthy Conflict

Conflict that is resolved in a destructive manner.

First Step in Negotiation Process

Identifying the cause of the conflict.

Pressure

Motivation to do an activity or take on certain qualities.

Peer Pressure

Social pressure among people of the same age or status.

Positive Peer Pressure

Encouragement from peers to engage in positive behaviors.

Negative Peer Pressure

Encouragement from peers to engage in unhealthy or undesirable behaviors.

Strategies for Handling Peer Pressure

Focus on yourself, build respectful relationships, use refusal skills, support others, ask for help.

Refusal Skills

Set of skills designed to help someone avoid participating in unhealthy behaviors.

External Pressure

Type of pressure that refers to outside actions, words, and rewards that influence your behavior.