9.6 Chapter Summary
Key Takeaways
- Verbal communication is one way of expressing your observations, thoughts, feelings and needs.
- Ensure you are providing supportive messages rather than unsupportive messages.
- Non-verbal communication can be helpful if it includes direct eye contact, indicating you are listening to the speaker.
- Non-verbal communication can be challenging if it includes sitting with your arms crossed in front of you, which can be seen as closed body language.
- Emotional Intelligence, or EI allows you to determine if you are too upset to enter into a conversation.
- Presenting a calm approach in a difficult conversation makes the other person feel safe.
Check Your Knowledge
Now that you have completed Chapter 9, reflect on what you have learned and see if you can complete these tasks.
- Can you identify forms of verbal and non-verbal communication used in conflict resolution?
- Do you understand the meaning of emotional intelligence and the importance of remaining calm in conflict?
- Have you practiced remaining calm in a challenging workplace scenario?
