Communication to reduce conflict.

What is an example of an understanding response?

• Your crying for no reason

• I can see that you are really upset right now

• Stop talking and listen to what i am saying

Which of the following is an example of active listening

• Interupting the other person to share your own point of view

• Giving advice

• Making eye contact and nodding your head to show you are listening

which of the following is a way to build trust and rapport with someone who is upset or angry?

• Walk away from them

• Make demands on them

• Listen to them without interrupting

When speaking with someone who is upset what is the % of meaning in the commincrnation?

• words 7%

  facial expression 55%

  tone of voice 38%

• words 100% non verbal commincation is not important

• if someone is upset there is nothing you can say to help them

Which of the following is something you can do to help manage your own emotions when there is conflict?

• Give up and let them win

• Tell them they are acting crazy and calm down

• Take a deep breath and count to 10

Someone is crying and is not telling you what has happened. The best thing to do is.......

• Say...no need to cry you look ugly when you cry

• ignore the crying and insist they tell you what is going on

• offer them a tissue

  say: I can see you are really upset, is there something that I can do to help you?

Effective communication is......

• is a skill that needs practice

• something you are born with

• boring

When you are at your angriest you are.....

• totally in control

• at your stupidest

• really clever and funny