We are all so busy! Who has time to deal with conflicts? When conflict occurs, and we are confronted with a colleague, library patron, supervisor, or board member who is frustrated and upset, it can be tempting to identify a quick fix. However, when we do take the time to practice clear communication to uncover what people really need, we can get to better outcomes. Healthy communication involves:

• Actions that show you are really listening
• Communication with people who are angry or upset in a way that their needs can be addressed and resolved
• Knowing your own emotions and needs, and effective ways to express them

Practicing healthy communication skills will boost your self-confidence and contribute to a happier workplace.

Presented by: Anna Shelton, Project Coordinator, WebJunction

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Webinar Attachments

• View slides (pdf)
  
• View chat (xls)
• Learner Guide (doc) Use alone or with others to extend your learning.

Related Resources and Links

• View written webinar recap
• On WebJunction, Personal Growth and Development
  
• Thomas-Kilmann Conflict Instrument (TKI): tinyurl.com/qxq3ny5 and www.buildingpeace.org/act-build-peace/learn/conflict-styles
• Harper, G. (2004). The joy of conflict resolution: Transforming victims, villains and heroes in the workplace and at home. Gabriola Island, BC: New Society Publishers
• Hall, E. T. (1989). Beyond culture. New York [u.a.]: Doubleday.
• Mindtools.com. What are your values? Deciding what’s most important in life. www.mindtools.com/pages/article/newTED_85.htm. Accessed 9/9/2015.
• The Center for Nonviolent Communication (2005). Needs Inventory. www.cnvc.org/sites/default/files/needs_inventory_0.pdf
• Senge, P. M. (1994). The Fifth discipline fieldbook: Strategies and tools for building a learning organization. New York: Currency, Doubleday.
• Patterson, K. (2012). Crucial conversations: Tools for talking when stakes are high. New York: McGraw-Hill Professional.
• Jen Su, Amy. December 12, 2014. Harvard Business Review. “The Questions Good Coaches Ask.” https://hbr.org/2014/12/the-questions-good-coaches-ask. Accessed 9/9/2015.
• StepUp! Program developed by University of Arizona C.A.T.S. Life Skills Program in partnership with the NCAA. “S.E.E. Model.” http://stepupprogram.org/docs/handouts/STEPUP_SEE_Model.pdf. Accessed 9/9/2015.
• Not Alone: Together Against Sexual Assault. “Empowering Bystanders to Act: Bystander-Focused Prevention of Sexual Violence.” https://www.notalone.gov/schools/#prevention-resources. Accessed 9/9/2015.
• How to Talk to Your Dad: Turning Conflict into Conversation, Madeline Poultridge, TEDxOlympia

Shared in Chat

• Grace Under Pressure: Tips and Tricks to Cultivate a Positive Approach (another webinar with Anna presenting)
• Brene Brown really goes into the idea of "what's the story I'm telling myself" in her new book Rising Strong.
  
• Nonviolent Communication by Marshal Rosenburg
• The Black Belt Librarian by Warren Graham
• The Dance of Anger by Lerner.

Additional resources identified by WebJunction to address specific questions raised in the webinar

• Davey, Liane. June 9, 2014. Harvard Business Review. Managing Two People Who Hate Each Other.
• Approaching conflict with colleagues living with mental illness
  • Contact your local crisis line, which is for everyone – colleagues, family members, neighbors, as well as people living with mental illness. Dial 211 or visit 211.org to locate your nearest crisis line.
  • Substance Abuse and Mental Health Services Administration. January 2007. What a difference a friend makes: tools for supporting a friend you know is living with a mental illness in the recovery process
  • National Alliance on Mental Illness
  • Workplace Resources for Employers: Mental Health in the Workplace (pdf)
• Conflict resolution training and professional conflict resolution specialists
  • To find skilled trainers who may be able to deliver in-person training, or to engage professional help for more complex conflicts, contact your local dispute resolution center or community mediation center. Find these organizations through an internet search on “dispute resolution center” with the name of your city, county, or state. As an example, here is a list of community mediation centers in Washington State.
• Addressing issues of race in conflict
  • Articles and books
    • Guidelines for the discussion of racial conflict and the language of hate, bias, and discrimination
    • Facilitating Difficult Race Discussions
    • The Color Bind: Talking (and Not Talking) About Race at Work
  • Possible resource organizations to contact for additional ideas
    • Hope in the Cities
    • International Multicultural Institute