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Conflict Management Review • The only way to effectively communicate is to convey respect. • As Maslow illustrates, everyone needs respect. • Therefore, they will respond if they receive it. • People attempt to gain respect in many ways. • Ultimately, we gain respect from how we interact with others. Creating Safety • When communication breaks down, people either choose silence or violence. • When people act out in negative ways (e.g., silence or violence), they are really expressing an Emotional Need. • Emotional Need Love Respect Trust Acknowledgement Concern Opposite scorn; disdain disrespect distrust ignoring don’t care • When this happens, ask “What is their Emotional Need?” • If you address this need, you make progress. • People act out because they have an emotional need—but often resort to negative behavior to “satisfy” it. • This knowledge helps you to avoid demonizing others and see them as human. • It also levels the playing field for communication by showing we are all the same. • To create safety, address the Emotional Need first, then you can talk about the original topic. • Mantra 1. Step out of content. 2. Create safety 3. Step back in. • Sometimes, it takes awhile for the safety to sink in. Eventually, it will lead to dialogue. • There is no guarantee that you can get someone to dialogue. But at the very least, you can attempt communication in a respectful, mature way. • If the other person does not respond, you now have the information you need to make the decision that is best for you. Journal Topic • Which area of your communication needs the most improvement? Why? or • Which part of Conflict Management do you find most helpful? Why? Activity A. In groups, write a dialogue between two people in which one person uses the CC techniques. B. After each section, label the appropriate technique.