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PROBLEM SOLVING TERMS AND TOOLS COMMUNICATION Conflicts are often caused by problems in communication One person may have misunderstood what the other person has said Or the other person may not have said what they meant to say Sometimes when were angry we dont hear what the other person is saying Sometimes when there is a conflict people do not tell each other which causes even more conflict Good communication skills are an important part of resolving conflicts LISTENING Its important to listen carefully Your body talk sends a message that you are listening Keeping eye contact leaning closer nodding your head when you understand a particular point and ignoring distractions that are going on around you are some of the ways to send the right body messages SUMMARIZE When a person is finished expressing a thought summarize the facts and emotions behind what they have said so that they know you have understood what theyve said and how they are feeling CLARIFY Ask questions to clarify or make clearer different parts of the problem to make sure that you fully understand the other persons perspective GOOD SPEAKING SKILLS When you speak try to send a clear message with a specific purpose and with respect to the listener Speak about how you are affected by the problem COMMUNICATION SIDETRACKERS Dont interrupt criticize laugh at the other person offer advice or bring up your own experiences or change the subject WIN-WIN OPTIONS An idea or suggestion in which both sides can benefit is called a Win-Win option The idea should help both sides BRAINSTORMING The first step in problem solving is to come up with as many ideas as possible This is called brainstorming During this process any idea that comes to mind should be expressed and written down Dont judge whether the ideas are good or bad or even discuss the ideas Just try to
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