Interpersonal Communication Skills & Conflicts Management 2 days last without.pptx

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1. I nterpersonal C ommunication S kills & C onflicts M anagement Dr.Osama Abou El-Ela

2. Main concepts workplace challenges Array of performance IQ & EQ Communication skills ( what & why) Communication types Johari window Communication process components Body languages (what & how ) Communication barriers Personality types (V,A,K) MBTI (understand & apply) Main Communication skills (5 skills) Listening skills 5 levels of Listening Saving and Remembering Names How to deal with difficult people Workplace problem recourses Work conflicts (what, levels, affects) Work conflicts Types Causes of Organizational Conflict Work conflicts analysis People anger types Conflicts management techniques The 5 Styles of conflict management The 4 Rs of conflict resolution Communication and media Communication and creative thinking Communication continues improvement Action plan O utlines Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

3. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

4. Improve the cooperation through : Understanding the communication concept ,process components and personality types. Getting communication skills practical by workshops and cases. Getting How to deal with difficult people. Understanding conflicts (what conflicts , levels, affects). Knowing People anger types. Knowing How we feel and how we think. Getting Conflicts management techniques. Using creative thinking in Communication. Improving Communication continually. Objectives Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

5. Name : How : What : Share us an achievement Welcome Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

6. Tagline Footer Upper Guide Content Accent 3 Accent 1 Accent 2 White Black (Text) Center Type Area Grey 1 Grey 2 Grey 3 Accent 4 Begin Content Area End Content Area Center Type Area Session 1 Main concepts workplace challenges Array of performance IQ & EQ Communication skills ( what & why) Communication types Day 1 Session 2 Johari window Our 4 levels Communication process components Body languages (what & how ) Communication barriers Personality types (V,A,K) MBTI (understand & apply) Session 3 Main Communication skills (5 skills) Listening skills 5 levels of Listening Saving and Remembering Names How to deal with difficult people

7. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

8. I’m still remember that day and you also still Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

9. Session 1 Main concepts workplace challenges Array of performance IQ & EQ Communication skills ( what & why) Communication types Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

10. Pre A Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

11. Workplace challenges Plans Management Goals KPI Policies Personality types Conflicts ……. …….. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

12. Communication? What Why What if Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

13. Communication? What ……………………………………………………….……………………………..… ……………………………………………………….…………………………….…. ……………………………………………………….…………………………….…. Why ……………………………………………………….……………………… ……………………………………………………….……………………… ……………………………………………………….……………………… ……………………………………………………….……………………… ……………………………………………………….………………………. What if ……………………………………………………….……………………… ……………………………………………………….……………………… Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

14. Communication Communication is the process of exchanging information, ideas, thoughts, or feelings between individuals or groups. It involves sending and receiving messages through various channels, such as speaking, writing, gestures, or non-verbal signals . Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management التواصل : هو عملية تبادل المعلومات أو الأفكار أو المشاعر بين الأفراد أو المجموعات. ويتضمن إرسال واستقبال الرسائل عبر قنوات مختلفة، مثل التحدث أو الكتابة أو الإيماءات أو الإشارات غير اللفظية .

15. Communication Communication skills   allow you to understand and be understood by others . These can include but are not limited to effectively communicating ideas to others , actively listening in conversations , giving and receiving critical feedback and public speaking . Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management تسمح لك مهارات الاتصال بفهم الآخرين مثل توصيل الأفكار للآخرين بشكل فعال، والاستماع بنشاط في المحادثات، وإعطاء وتلقي التعليقات النقدية والتحدث أمام الجمهور .

16. Why Communication Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

17. Benefits of communications Increase ……… Improve …….. Reduce …….. Provide …… Enhance ……. Collaborate …… Support team building Build employee …. Save ………. Increase ……. For fewer conflicts For less confusion Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

18. Communication types Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

19. Communication types Verbal Communication : This involves the use of spoken or written words. It can be further divided into: Oral Communication : Face-to-face conversations, phone calls, video chats, and meetings. Written Communication : Emails, letters, reports, texts, and social media posts. Non-Verbal Communication : This includes body language, facial expressions, gestures, posture, and eye contact. Non-verbal cues often complement or contradict verbal messages and can convey emotions and attitudes. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management التواصل اللفظي: يتضمن استخدام الكلمات المنطوقة أو المكتوبة. ويمكن تقسيمها أيضًا إلى: التواصل الشفهي و التواصل الكتابي التواصل غير اللفظي: ويشمل لغة الجسد و غيرها و غالبًا ما تكمل الإشارات غير اللفظية الرسائل اللفظية أو تتعارض معها ويمكن أن تنقل المشاعر والمواقف .

20. Communication types 3- Visual Communication : The use of visual aids to convey information. This includes graphs, charts, images, videos, and symbols. Visual communication helps in enhancing understanding and retention of information. 4- Electronic Communication : Involves using digital tools and platforms for sharing information. This includes emails, instant messaging, social media, and collaboration tools like Slack or Microsoft Teams. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management الاتصال المرئي: استخدام الوسائل البصرية لتوصيل المعلومات. يتضمن ذلك الرسوم البيانية والمخططات والصور ومقاطع الفيديو والرموز. يساعد الاتصال المرئي في تعزيز فهم المعلومات والاحتفاظ بها الاتصال الإلكتروني: يتضمن استخدام الأدوات والمنصات الرقمية لمشاركة المعلومات. يتضمن ذلك رسائل البريد الإلكتروني والرسائل الفورية ووسائل التواصل الاجتماعي وأدوات التعاون .

21. Interpersonal Communication : Direct, face-to-face communication between individuals. It includes both verbal and non-verbal elements and is key to building relationships and resolving conflicts. Group Communication : Occurs within a group or team setting, involving multiple individuals. This can include meetings, group discussions, and team collaborations. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management التواصل بين الأشخاص: التواصل المباشر وجهاً لوجه بين الأفراد. ويشمل العناصر اللفظية وغير اللفظية وهو مفتاح بناء العلاقات وحل النزاعات . التواصل الجماعي: يحدث ضمن مجموعة أو فريق، ويشمل عدة أفراد. يمكن أن يشمل ذلك الاجتماعات والمناقشات الجماعية والتعاون الجماعي

22. Mass Communication : Involves disseminating information to a large audience through mediums like television, radio, newspapers, and online platforms. It is often used for public announcements, advertising, and entertainment. Intrapersonal Communication : Refers to communication within oneself, including self-talk, reflection, and personal decision-making processes. It helps individuals process thoughts and emotions. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management الاتصال الجماهيري: يشمل نشر المعلومات إلى جمهور كبير من خلال وسائل مثل التلفزيون والراديو والصحف ومنصات الإنترنت. غالبًا ما يتم استخدامه للإعلانات العامة والإعلانات والترفيه . التواصل بين الأشخاص: يشير إلى التواصل داخل الذات، بما في ذلك الحديث الذاتي، والتفكير، وعمليات اتخاذ القرار الشخصي. يساعد الأفراد على معالجة الأفكار والعواطف .

23. Session 2 Johari window Communication process components Body languages (what & how ) Communication barriers Personality types (V,A,K) MBTI (understand & apply) Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

24. …………………………….. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

25. JOHARI WINDOWS Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

26. Communication process components Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

27. Sende r The person or entity who originates the message . The sender is responsible for encoding the message and choosing the appropriate medium for communication . Message The content or information that is being communicated . This includes the ideas, thoughts, or feelings that the sender intends to convey. Encodin g The process by which the sender converts their thoughts or ideas into a message using words , symbols , or non-verbal cues . Effective encoding ensures that the message is clear and understandable . Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management المرسل هو الشخص الذي يصدر الرسالة و يكون هو المسؤول عن تشفير الرسالة واختيار الوسيلة المناسبة للاتصال . رسالة المحتوى أو المعلومات التي يتم توصيلها و يتضمن ذلك الأفكار أو الأفكار أو المشاعر التي ينوي المرسل نقلها . الترميز العملية التي يقوم المرسل من خلالها بتحويل أفكاره أو أفكاره إلى رسالة باستخدام الكلمات أو الرموز أو الإشارات غير اللفظية

28. Channel T he medium through which the message is transmitted from the sender to the receiver . Channels can include face-to-face conversation , telephone calls , emails , social media , or written documents . Noise Any external or internal factors that can distort or interfere with the message . Noise can include physical distractions , misunderstandings , language barriers , or emotional states that affect communication . Receiver The person or entity who receives the message . The receiver is responsible for decoding the message and interpreting its meaning . Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management القناة و هي الوسيلة التي يتم من خلالها إرسال الرسالة من المرسل إلى المستقبل ضوضاء و هي أي عوامل خارجية أو داخلية يمكن أن تشوه الرسالة أو تتداخل معها المتلقي و هو الشخص الذي يتلقى الرسالة وهو المسؤول عن فك تشفير الرسالة وتفسير معناها

29. Decoding The process by which the receiver interprets and makes sense of the message . Effective decoding relies on the receiver’s understanding of the language and context used by the sender . Feedback The receiver’s response to the message , which can be verbal or non-verbal . Feedback helps the sender know whether the message was understood as intended and allows for adjustments if necessary . Context The situational factors surrounding the communication , including the environment , cultural background , and the relationship between sender and receiver . Context influences how messages are interpreted and understood . Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management فك التشفير: العملية التي من خلالها يفسر المتلقي و يجعل الرسالة منطقية استجابة المتلقي للرسالة : والتي يمكن أن تكون لفظية أو غير لفظية. تساعد التعليقات المرسل في معرفة ما إذا كانت الرسالة قد تم فهمها على النحو المنشود وتسمح بإجراء التعديلات إذا لزم الأمر سياق العوامل الظرفية المحيطة بالاتصال، بما في ذلك البيئة والخلفية الثقافية والعلاقة بين المرسل والمتلقي

30. Communication Barriers Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management حواجز التواصل

31. Language Barriers Cultural Barriers Emotional Barriers Physical Barriers Listening Barriers Communication Barriers Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

32. Technological Barriers Information Overload Lack of Clarity Psychological Barriers Communication Barriers Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

33. Body languages (what & how ) لغة الجسد Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

34. 34 Results ? Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

35. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

36. Personality types (V,A,K) Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

37. Representative system Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

38. Representative system Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

39. Representative system Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

40. MBTI (what & apply) Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

41. Myers-Briggs Type Indicator ® The  Myers-Briggs Type Indicator ®  (MBTI ® ) Step I is based on Carl Jung's theory of psychological type. It indicates your personality preferences in four dimensions: Where you focus your attention – Extraversion (E) or Introversion (I) The way you take in information – Sensing (S) or INtuition (N) Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

42. MBTI (apply) Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

43. Session 3 Main Communication skills (5 skills) Listening skills 5 levels of Listening Saving and Remembering Names How to deal with difficult people Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

44. Main Communication skills Effective listening الاستماع الفعال (what , why and how) Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

45. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

46. Communication skills Word management Name saving How to deal with difficult people Online communication Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

47. How to deal with difficult people? Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management كيفية التعامل مع الأشخاص الصعبين؟

48. What do you mean by difficult people? A difficult person is  someone who lacks empathy and concern for others . People in the dark triad bunch are notoriously known to be difficult. They can make your workday hell. Bullies, gossip-mongers, and passive- aggressives can cast a shadow over a productive office. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management الشخص الصعب هو الشخص الذي يفتقر إلى التعاطف والاهتمام بالآخرين و من المعروف أن الأشخاص الذين ينتمون إلى مجموعة الثالوث المظلم هم أشخاص صعبون.

49. Do difficult people realize they are difficult? Interestingly, the individuals who exhibit this behavior  often don't realize they're doing it . They may see themselves as spontaneous or flexible, unaware of the negative impact their unreliability has on others. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management ومن المثير للاهتمام أن الأفراد الذين يظهرون هذا السلوك غالبًا لا يدركون أنهم يفعلون ذلك. قد يعتبرون أنفسهم عفويين أو مرنين، غير مدركين للتأثير السلبي لعدم موثوقيتهم على الآخرين

50. How to talk to a difficult? Listen. ... Stay calm. ... Don't judge. ... Reflect respect and dignity toward the other person. ... Look for the hidden need. ... Look for others around you who might be able to help. ... Don't demand compliance. ... Saying, "I understand," usually makes things worse. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

51. 3. How to improve online communication: Online communication is rapidly replacing office spaces as the primary location of doing business. Especially if you’re used to working with in-person teams, it may be challenging to adjust to having meetings, conversations, and even people that collaborate with you or report you digitally. Since online communication presents a unique way to interact, here are some things to keep in mind:  Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management يحل الاتصال عبر الإنترنت محل المساحات المكتبية بسرعة باعتباره الموقع الأساسي لممارسة الأعمال التجارية. خاصة إذا كنت معتادًا على العمل مع فرق شخصية، فقد يكون من الصعب التكيف مع عقد الاجتماعات والمحادثات وحتى الأشخاص الذين يتعاونون معك أو يبلغون عنك رقميًا. نظرًا لأن التواصل عبر الإنترنت يمثل طريقة فريدة للتفاعل، فإليك بعض الأشياء التي يجب وضعها في الاعتبار :

52. Stick to a time limit Online meetings can be even more difficult to focus on, since they incorporate the distractions of a nearly-unlimited number of settings. Keep the meetings short and to the point, and be especially vigilant about minimizing (potentially) marathon Q&A sessions. If needed, follow up through asynchronous communication methods to protect everyone's time. 2. Be mindful of the other person Generally, the person presenting is the only one who can give the meeting their full attention. Especially when working from home, assume that participants have multiple demands for their attention and structure the content accordingly. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management التزم بالحد الزمني كن منتبهًا للشخص الآخر

53. 3. Recap important details A lot of nonverbal and interpersonal cues  can be lost over a digital connection. Ensure understanding by recapping the key points. You can either do a quick review in an online meeting or a brief summary at the end of a lengthy email. 4. Don’t forget to respond Be sure to respond to each communication with a quick acknowledgment, even if it’s an informal one. Although you may have received the message, it’s likely that the person on the other end will have no way of knowing unless you let them know. A couple words or even a “like” will usually do the trick. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management قم بتلخيص التفاصيل المهمة لا تنسى الرد

54. Be approachable.  If your teammates feel intimidated or worried that you may not respond well, they’re less likely to come to you with information. Be patient.   Not everyone communicates the same way. Taking the time to be sure you’ve understood the other person and communicated clearly can pay dividends. Be self-aware.   It’s okay if you’re still developing your communication skills, nervous, or having a bad day. It takes time — and practice — to become a skilled communicator. Check for understanding.   Don’t be afraid to invite feedback  or ask questions to ensure that everyone’s on the same page. Switch out the messenger.   Allow other team members or leaders to develop their communication skills  by empowering them to lead discussions and meetings. Tips to sharpen your communication skills Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management كن ودودًا كن صبوراً كن واعيًا بذاتك تحقق من الفهم تغيير المحاضر لتمكين الاخرين من تنمية مهارة التواصل تنمية مهارة التواصل

55. Tagline Footer Upper Guide Content Accent 3 Accent 1 Accent 2 White Black (Text) Center Type Area Grey 1 Grey 2 Grey 3 Accent 4 Begin Content Area End Content Area Center Type Area Session 1 Workplace problem recourses Work conflicts (what, levels, affects) Work conflicts Types Causes of Organizational Conflict Day 2 Session 2 People anger types Conflicts management techniques The 4 Rs of conflict resolution The 5 Styles of conflict management Session 3 Communication and media Communication and creative thinking Communication continues improvement Action plan

56. Session 1 Workplace problem recourses Work conflicts (what, levels, affects) Work conflicts Types Causes of Organizational Conflict People anger types Conflicts management techniques Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

57. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

58. Conflict Management is  the use of processes, tools, and skills to find creative and respectful ways to manage disagreements and disputes . It includes the ability to resolve conflict collaboratively through effective communication skills, such as active listening and assertive speaking Conflict Management Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management إدارة الصراع هي استخدام العمليات والأدوات والمهارات لإيجاد طرق مبتكرة ومحترمة لإدارة الخلافات والنزاعات. ويشمل القدرة على حل الصراع بشكل تعاوني من خلال مهارات الاتصال الفعالة، مثل الاستماع النشط والتحدث الحازم

59. Organizational Conflict or otherwise known as workplace conflict, is described as the state of disagreement or misunderstanding, resulting from the actual or perceived dissent of needs, beliefs, resources and relationship between the members of the organization. At the workplace, whenever, two or more persons interact, conflict occurs when opinions with respect to any task or decision are in contradiction. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management Conflict Management الصراع التنظيمي أو المعروف باسم الصراع في مكان العمل، يوصف بأنه حالة من الخلاف أو سوء الفهم، الناتجة عن المعارضة الفعلية أو المتصورة للاحتياجات والمعتقدات والموارد والعلاقة بين أعضاء المنظمة. في مكان العمل، عندما يتفاعل شخصان أو أكثر، يحدث الصراع عندما تتعارض الآراء بشأن أي مهمة أو قرار .

60. Levels of Conflict Management Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

61. Relationship Conflict : The conflict arising out of interpersonal tension among employees, which is concerned with the relationship intrinsically, not the project at hand. Task Conflict When there is a discord, among members regarding nature of work to be performed is task conflict. Process Conflict Clashes among the team members due to the difference in opinions, on how work should be completed, is called process conflict. Organizational conflict can also be personal conflict (one that exist between two people because of mutual dislike), intragroup conflict (one arising out of lack of liberty, resource, etc. in a group) and intergroup conflict (one that exist between two groups). Types of Organizational Conflict Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management صراع العلاقة أنواع الصراع التنظيمي تعارض المهام صراع العملية

62. Unclear Responsibility If there is lack of clarity, regarding who is responsible for which section of a task or project, conflict takes place. And, to avoid this situation, the roles and responsibility of the team members should be stated clearly and also agreed upon by all. Interpersonal Relationship Every member of an organization, possesses different personality, which plays a crucial role in resolving conflict in an organization. Conflicts at the workplace, are often caused by interpersonal issues between the members of the organization. Factors Influencing Organizational Conflict Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management العوامل المؤثرة على الصراع التنظيمي مسؤولية غير واضحة العلاقة بين الأشخاص

63. Scarcity of Resources  One of the main reason for occurrence of conflict in an organization is the inadequacy of resources like time, money, materials etc. due to which members of the organization compete with each other, leading to conflict between them. Conflict of Interest When there is a disorientation between the personal goals of the individual and the goals of the organization, conflict of interest arises, as the individual may fight for his personal goals, which hinders the overall success of the project. Conflicts alleviate at the workplace due to individual and inter-individual factors. Individual related causes entails attitudes, beliefs, personality orientation and human-frailties. Inter-individual conflicts arises when a manager breaches norms of the organization. Factors Influencing Organizational Conflict Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management ندرة الموارد تضارب المصالح

64. Managerial Expectations Every employee is expected to meet the targets, imposed by his/her superior and when these expectations are misunderstood or not fulfilled within the stipulated time, conflicts arises. Communication Disruption One of the major cause of conflict at the workplace is disruption in the communication, i.e. if one employee requires certain information from another, who does not respond properly, conflict sparks in the organization. Causes of Organizational Conflict Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management أسباب الصراع التنظيمي التوقعات الإدارية انقطاع الاتصالات

65. Misunderstanding Misunderstanding of information, can also alleviate dispute in organization, in the sense that if one person misinterpret some information, it can lead to series of conflicts. Lack of accountability If in a project, responsibilities are not clear and some mistake has arisen, of which no member of the team wants to take responsibility can also become a cause of conflict in the organization. The causes of organizational conflict are to be known, to resolve them as early as possible, because it hinders the efficiency, effectiveness and productivity of the employees and the organization as well, which ultimately hampers its success. Causes of Organizational Conflict Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management سوء الفهم انعدام المساءلة

66. Session 2 People anger types. Conflicts management techniques. Behaviors for Reducing Conflicts. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

67. People anger types Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management Your type ?

68. Ways to Manage Conflicts Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

69. Case study 1 What is the Concept? What will you do ? Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

70. Behaviors for Reducing Conflicts Practice reflective thinking. Reflective thinking means weighing the pros and cons of the particular situation. Noting possible points you want to make before the conversation can help you focus on remaining open, listening actively  without interrupting, or showing anger. 2. Delay responding. This involves calling a time-out to let the situation calm. Delaying responding means taking a break so that people are better able to listen to one another. During a time-out, replace stressful thoughts with calm, reassuring ones. 3. Commit to “adapting behavior.” It means staying flexible a`nd trying to make the best out of the situation. Not every conflict can be solved in a totally satisfactory manner, but if you go into the conversation with an adaptable leadership approach  and flexible mindset, you’ll more easily be able to make adjustments to prevent problems in the future. Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management سلوكيات للحد من الصراعات ممارسة التفكير التأملي تأخير الاستجابة للهدوء و التفكير في الحل الأمثل الالتزام بـ "تكييف السلوك "

71. Case study 2 What is the Concept? What will you do ? Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

72. Session 3 Steps to Manage Conflicts in Organization The 4 Rs of conflict resolution Communication and media Communication and creative thinking Communication continues improvement Action plan Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

73. 1.Set the stage. 2. Describe the conflict. 3. Gain perspective. 4. Seek agreement. 5. Identify solutions. 6. Develop an action plan. Steps to Manage Conflicts in Organization Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

74. Case study 3 What is the Concept? What will you do ? Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

75. Recognizing the conflict, Reflecting on its causes and impact Responding in a constructive manner Resolve or working towards resolution, conflicts can be effectively managed The 4 Rs of conflict resolution Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

76. Case study 4 What is the Concept? What will you do ? Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

77. Communication and media Communication and creative thinking Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

78. 10 Ideas for a good communication and conflict management ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

79. For improvement I need to take a more realistic view of my Interpersonal Communication Skills. The following action plan will be followed to improve these skills:  __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Date: ____________ Date I will re-evaluate: _________________   I need to take a more realistic view of my Helping skills. The following action plan will be followed to improve these skills: ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________   I need to take a more realistic view of my conflict management skills. The following action plan will be followed to improve these skills:  ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Date: ____________ Date I will re-evaluate: _________________ Action plan for improvement Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management

80. Communication skills training course Dr.Osama Abou El-Ela Emotional intelligence training course Dr.Osama Abou El-Ela Personality types training course Dr.Osama Abou El-Ela Anger management training course Dr.Osama Abou El-Ela Negotiation skills training course Dr.Osama Abou El-Ela New you Nicola Cook ,Book. Wake-up calls Joan Lunden . Anger Dr.Willam Gray ,Book How to have Confidence and Power in Dealing with People Les Giblin,Book Internet articles. References Dr.Osama abou El-Ela Interpersonal Communication Skills & Conflicts Management