Communication:

The transmission of information by various means such as speech,

signals, writing or behaviour.

Idea SenderEncode ReceiverDecode

Barriers to Communication:

Culture, background, bias

Preoccupation
Assumption
Ourselves
Non verbal behaviour
Stress etc etc

Conflict:
A discord of action, feeling, or effect; antagonism or opposition as
of interests or principles
A process in which an effort is purposely made by A to offset
the effort of B by some blocking that will result in frustrating B in
attaining his/her goals or furthering his/her interests.

Reasons:
Blaming, rumours, excuses, lying, threatening,
not listening, interrupting
Barrier + Barrier = Conflict
Barrier + Question = Conflict Management

10 Myths about Conflict Management

All Conflict is bad
Conflict always damages relationships
Conflict should never be escalated
All Conflict is just a character problem
Harmony is normal and conflict is abnormal
If I ignore the conflict, it will go away
Conflict is a sign that people do not care

Conflict Management
Stay Cool
Tell Your Point of View
Explore their Point of View
Problem Solve
Applications:
I feel/I get
When (what happened)
Because (why you feel that way)

Rephrase
To let the other person know you were listening; to find out
more about their point of view; to clarify and understand.
Are you saying you feel (emotion)
When (what happened)
Because (why you feel that way)
Apology
To be accountable; to problem solve ; to show consideration and
respect
I am sorry I did (what I did)
Next Time I will/wont (suggestion for change)

Request
To provide options for problem solving; to prevent further conflict;
to express needs and desires in a respectful way.
Formula:
I have a request
Next time would you be willing to (express the need or desire)
Self Reflection
What you say you want
Interests
Needs
How to deal with difficult people?

Change Management

The process, tools and techniques to

manage the people-side of change to achieve the required business
outcome(s)

Successful change addresses both the technical and the people side

Solution is designed, developed

and delivered effectively
(Technical side)

Solution is embraced, adopted

and utilized effectively
(People side)

= CHANGE SUCCESS
Individual PEOPLE change, NOT organizations

The five building blocks of successful individual change

Awareness
Desire
Knowledge
Ability
Reinforcement

of the need for change

to participate and support the change
on how to change
to implement required skills and
behaviors
to sustain the change

ADKAR is the (relatively) easy-to-remember acronym