Presentation delivered in ABS in the Congress for Coordinators and Directors of Studies in August 2006

1. CAN CONFLICT IN COMMUNICATION BE AVOIDED? Lic. Mariana Porta

3. Conflict in Communication ? ?

8. Communication Model 1) INFORMATION 2) RELATIONSHIPS 3) PARTICIPATION

13. Spreading:Transactions of Information Rumor tells about concerns, fears, prejudice, desires Organograms should reflect real transactions. Informal transactions Formal, stable transactions

14. Task 2. Explore your communication network EXPLORE YOUR COMMUNICATION NETWORK Who are your interlocutors? How do you communicate with them? How often? EXPLORE YOUR COMMUNICATION NETWORK Who are your interlocutors? How do you communicate with them? How often? interlocutors e-mail phone call memo bulletin board 1on1 meeting group meeting informal chat total students //// teachers /// / /// director coordinator /// // parents // receptionist Ana .Gabriela. Hassan total

16. Information Summary Speaking Writing Designing N-TICS Standard format Procedures A system Clarity Comprehensi-bility Consistency Message format Spreading Skills Develop Aim at Focus on

17. Relationships Background Expectations Beliefs Desires Goals Schemata Background Expectations Beliefs Desires Goals Schemata Interpersonal Interaction IMAGE ROLE

18. ABC Cognitive Model Understand Communication as Behavior. A B C stimulus mental process overt behavior

21. Develop effective interpersonal communication skills The Seven Challenges Copyright 1997-2006 by Dennis Rivers. Reproduced with author's permission from the original at www.newconversations.net Listen first and acknowledge what you hear, even if you don’t agree with it, before expressing your opinion or point of view Explain your conversational intent and invite consent. Translate your complaints into specific requests.

24. Relationships: Summary listening skills negotiation skills meeting management staff profile professional development program healthy work environment fairness assertive behavior interpersonal interaction Skills Develop Aim at Focus on

26. Participation and Management Style

32. Participation Summary empowerment participation mechanisms decision-making skills management style a code of ethics norms of interaction participation culture of the organization Skills Develop Aim at Focus on

33. Communication model … so as to become active and cooperative participants of our professional environments. Participation … that should facilitate the development of enriching relationships … Relationships Adequate management of information … Information: Format and Spreading