Chip Shot - April 2019

Communication Skills Much unnecessary conflict can be avoided simply with clear, accurate written and verbal communication; a single lost email could lead to failed plans and pointing fingers. As- sumptions about what other people already know, think, or intend can cause resentment or worse. Many people argue simply because they want to feel heard. Simply being a good listener can be enough to inspire trust and resolve hurt feelings. Examples of good communication skills include:  Addressing problems quickly before they reach crisis stage  Drawing out the perspective and feelings of reluctant participants  Formalizing an agreement between combatants (in writing when feasible)  Listening without interruption as parties share their perspective  Mediating  Meeting with parties individually to identify grievances  Modeling reasonable dialogue  Negotiating  Reflecting significant conflict-provoking behaviors in performance appraisals  Teaching alternative behaviors to avoid triggering conflict Emotional Intelligence Emotional intelligence is the ability to understand one’s own feelings and those of others, and to handle those feelings well. People who have high emotional intelligence are good at identifying and meeting the needs of others while taking responsibility for their own needs and feelings. A few ways they do this are:  Asserting feelings without blaming  Compromising to accommodate others  Forgiving transgressions  Identifying triggers to conflict  Recognizing improvements on the part of antagonists  Setting ground rules for productive dialogue  Showing respect  Willingness to modify behavior