AJAR.id – Hello Ajarian! All communications with customers and colleagues should be conducted in an open, professional and friendly manner. The need to do this in a conflict situation is even more important.
Communication involves sending and receiving messages verbally (speech) or non-verbally (body language). Verbal communication skills involve questioning, listening, and answering while non-verbal communication skills comprise facial expressions, eye contact, gestures, and posture. How to apply these skills when managing conflict?
1. Speech – verbal communication
The voice (as distinct from the actual words used) is a very honest medium and relays how you are feeling. You can alter your communication – making it more or less effective – by making changes to various elements of your speech.
These elements are pitch or tone, intensity, projection, and the pauses you use in your speech.
You might find occasions when it is appropriate for you to raise your voice to a friend or family member, but you should never raise your voice when speaking with a customer or a colleague. This may not only be seen as rude, but can be interpreted as being threatening, or lacking in self-confidence.
To be an effective communicator, it is important to pick your words carefully: always be aware of the type of person you are speaking...