Conflict Resolution: Interpersonal Communication at

Work
Human Communication: The Basic Course
Tania Cruz and Darwin Tzot
Communication Skills
July 9, 2019
 Icebreaker
“People Bingo”
Instructions
 You will be given a bingo sheet composed of 6 boxes.
 You are expected to find a participant that fits the
statement.
 Once you find someone who fits that statement, have Relevance of this activity
them sign inside the box.
 Communicate with others verbally and
 One name cannot be repeated across questions.
non verbally (Interpersonal
 You cannot loudly volunteer information.
communication).
 You are not allowed to write another person’s name
 Get to know each other more.
for them on the bingo sheet.
 As soon as you finish, call out “BINGO”.  Interact with others positively.
Be honest…….
 Table of Contents
 Video on interpersonal communication
 What is interpersonal communication and
the 5 stages
 Types of conflicts
 5 strategies to deal with interpersonal
conflict
 Practice session 1
 Video on the 5 strategies
 Types of disclaimers
 Conversational skills
 Practice session 2
 Link to communication skills
 Relevance to Belizeans
Overview
 Discuss what interpersonal
communication is all about.
 Identify the 5 stages of interpersonal
communication.
 Identify the types of conflicts and the
stages on how to deal with them.
 Discuss the types of disclaimers.
 Identify and discuss the importance of
conversational skills.
 Learning Outcomes
Participants will be able to:
 Identify the types of conflicts that may be present at the workforce.
 Properly address interpersonal conflicts at work.
 Know what to say so that messages are not reflected negatively on you.
 Develop strong interpersonal communication skills.
 Develop strong interpersonal relationships with everyone around you.
Video
 Interpersonal Communication
 Interpersonal communication occurs when people exchange messages.

Opening
5 Stages of a Conversation
Feed forward

Business

Feedback

Closing
 5 Strategies to Deal with
Types of Conflicts
Interpersonal Conflict
Opposing positions Compete or Fight: this is the classic win/lose situation,
Pride where the strength and power of one person wins the
conflict.
Ego Collaboration: this is the ideal outcome: a win/win
situation.
Compensation issues
Compromise or Negotiation: this is likely be a better result
Power struggles than the win/lose situation, but it’s not quite win/win. You
can call it a no-score draw. Both parties give up something
Jealousy in favor of an agreed mid-point solution.
Denial or Avoidance: this is where everyone pretends
Gossip
there is no problem.
What are other types of conflicts you have observed Smoothing Over the Problem: on the surface, harmony is
maintained but, underneath, there is still conflict.
 Practice
In groups of 8, discuss the scenario and determine how this interpersonal conflict could be solved.
Roxana works in a day care center. She has been
observed arriving late to work and dressing
improperly. The other employees are doing some
of Roxana’s duties. When the manager shows up
at the day care center, Roxana often wants to get
credit for work she has not performed. This makes
the other employees angry.
As a co-worker of Roxana, what would you do?
Relevance of this activity
 To effectively solve interpersonal conflicts at work.
Session 1
Mary is a clerk at a clothing store. She enjoys
working there and often associates with the
other employees during off time. Mary was
recently promoted to an assistant manager
position. She is having a difficult time asserting
her new position with the employees because
they are not taking her seriously – they still
consider Mary a friend and not a manager.
If you were Mary, what would you do to
improve the relationship with other employees?
Video
 Disclaimers
A disclaimer is a statement that aims to ensure that your message will
be understood and will not reflect negatively on you.
Types of Disclaimers
 Hedging: “I may be wrong here, but”
 Credentialing: “Don’t get me wrong…..”
 Sin Licenses: “I know this may not be the place to discuss
business, but”
 Cognitive Disclaimers: “I know you’ll think I’m crazy, but let me
explain the logic of the case”
 Appeals for the Suspension of Judgement: “Don’t hang up on me
until you hear my side of the story”
 Conversational Skills
Dialogue Mindfulness Cultural Sensitivity Openness

It has to do with your

Reaching mutual A state of awareness in An attitude and way of
willingness to self disclosure,
understanding, which you’re conscious behaving in which you’re
to reveal information about
supportiveness and of your reasons for aware of and acknowledge
yourself that you might
empathy and respect. thinking or behaving. cultural differences.
normally keep hidden.

An ability to feel what another

person feels from that person’s It involves the use of
Empathy point of view without loosing Positiveness positive rather than
our own identity. negative messages.
 Practice Session 2
Answer the Question
"What Would You Do ...?”
 Respond to this question: "If you saw a
fight or argument starting at work , what
would you do?”
"When I'm in a Conflict...”
Relevance of this activity
 Complete the sentence: "When I get into a  To assist co-workers in solving
conflict, I usually ..." conflicts.
 To know how to properly solve a
conflict you may be involved in.
Bookmarker
 How does this link to communication
skills?
 We want to communicate effectively by maintaining a positive image with
the listener.

 Effective communication skills requires that our messages be understood

and not be reflected negatively on us, hence the conversational strategies
aid a positive image with the listener.
 Relevance to Belizeans
 Good interpersonal communication show that you have an interest in the
wellbeing of others, as a result, you gain their trust and confidence.
 The ability to foster interpersonal relationships, establish trust and
communicate clearly are all crucial skills for an effective leader.
 To foster effective communication.
 Interpersonal communication keeps the feedback loop open.
 Interpersonal communication makes you more relatable.
 Activity
Exploration Table
Each student answer the following questions.
 What did we do in class?

 Why did we do it?

 What did I learn today?

 How can I apply it?

 References
DeVito, J. A. (2009). Human communication: the basic course. Boston,
Massachusetts: Allyn and Bacon.
Phillpott, S. (2019). The importance of interpersonal skills in the workplace.
Retrieved from https://www.careeraddict.com/the-importance-of-
interpersonal-skills-in-the-workplace
SkillsYouNeed. (2019). An introduction to conflict resolution. Retrieved from
https://www.skillsyouneed.com/ips/conflict-resolution.html