Ldrs400

Topic #2 - Communication, Self-Awareness &

Its Impact on Conflict

• Breakout Rooms

• Take 10 mins to review Reading - Have a Nice Conflict by Scudder, Patterson & Mitchell (2011) (Intro & Chapters 1-5)

• 3 highlights/insights from reading on Managing Conflict

Communication & Managing Conflict

• Communication is commonly talked about in terms of a cycle. In any communication, the principal characters are known as the sender and the

receiver:

• Ideas exist in the sender’s brain as electrochemical neuron systems, not words.

• Encoding is what happens when we convert these electrochemical impulses to sounds (or writing) – words and sentences so they can be

transmitted.

• Decoding is what happens at the other end – the receiver’s brain converts the bits of sound back to electrical impulses

• If communication succeeds, the sender’s exact (or close) ideas end up in the receiver’s brain as electrical energy ready for decoding. Responsibility

for successful communication lies with the person transmitting the

message.

Channels of Communication

• Formal

• Informal

• Unofficial

Examples of communication channels

• Face-to-face conversations

• Videoconferencing

• Audio conferencing

• Emails

• Written letters and memos

• Chats and messaging

• Blogs

• Formal written documents

• Spreadsheets etc.

• Other?

Video – 5 Ways to Listen Better - Julian Treasure

Video - Dare to Disagree by Margaret Heffernan

• The Importance of Constructive Conflict

Self Awareness

Human beings possess Five defining characteristics:

1. Cognitive Intelligence (IQ) is how well you can learn new information.

2. Personality - your preferences &traits such as introversion Vs. extroversion.

3. Social Intelligence (SQ) - knowing your self & knowing others. Known as “common sense”, “street smart” etc.

4. Emotional Intelligence (EQ) - your ability to recognize your emotions, recognize the emotions of those around you, & use this awareness to guide your behaviour and develop strong relationships.

5. The Adversity Quotient (AQ) - your ability to go through a rough patch in life. AQ determines who will give up in face of troubles & abandon their vision.

Emotional Intelligence (EQ)

The ability to:

(1) Recognize your own emotions

(2)Recognize emotions of others

(3)Use this awareness to guide your thinking & behaviour to

develop strong, strategic relationships.

• Gained popularity with Daniel Golemans book Emotional Intelligence .

Emotional Intelligence

Therefore, it follows that:

Those with Low EQ will:

(1) Not recognize the impact of their emotions

(2)Not be sensitive to emotions of others

(3)Not be able to develop strong, strategic relationships

(4)Prone to Inter-personal & Intra-personal conflicts

Emotional Intelligence

1. Self-awareness

2. Self-regulation

3. Empathy

4. Motivation

5. Social skill

Five Examples

1. Outburst of anger that leads to decision to resign

2. Celebrating project victory while team member grieves

3. Coffee/Tea spill on shirt on way to work

4. Purchase of exercise equipment

5. The race to the South Pole – Amundsen Vs. Scott - 1911

Questionnaire – EQ #1

• Complete questionnaire EQ #1 in class

• Identify your areas of strengths & areas of Dev

• Assignments for next class:

• Read Have a Nice Conflict by Scudder, Patterson & Mitchell (2012), - Chapters 6-10, & 199-234

• Due: Book Summary I – Have a Nice Conflict – 15%

• Review the main concepts and theories. Include 3 applications for life. Length: 3-5 pages. Due: Sept 22nd