Connected Communication: Identifying Needs, Resolving Problems, Strengthening Relationships

Now more than ever, providing IT services requires advanced communication skills. We need to fully understand the information and business needs of our faculty, staff, and students and work to provide appropriate dialogue and services to ensure these needs are met even when conflict may be apparent. How often do we see conversations disintegrate as participants struggle to manage fight or flight responses? Most of us can think of a conversation in which tempers flared and opportunities to connect were lost because we were unable to successfully facilitate the discussion. In this session, we will recall difficult situations and discuss how we can overcome stress reactions to conflict so that we can understand the needs of our customers and colleagues, resolve problems, and strengthen relationships.

OUTCOMES:
Develop an understanding of how our interpretations impact our feelings about what we see and hear * Identify how and why conflicts arise from differing needs or strategies for meeting those needs * Investigate several practical techniques to manage emotional reactions and resolve conflicts for effective dialogue