Learning Outcomes

Understand why people shut down and stop receiving communication Familiarity with tools for keeping communication open Understand how to clear the RECEIVING side of the communication channel - yours and others --Know how to receive without agreeing --Know how to receive without taking responsibility for the other person's emotions or needs Understnad how to send difficult messages so others can hear you Basic Needs Literacy Familiarity with various strategies for dealing with anger Understand conflicts -- cause, escalation, de-escalation Identify role emotions play Familiarity with methods for transforming emotions Ability to say NO and have other party satisfied Ability to receive NO and achieve satisfaction Familiarity with RealTalk technology: 4 step model Be able to differentiate: --observation v evlaution --needs v strategy --empathy v other responses --neutral words v blaming words --feelings from opinions and states of being

Skill Building: transform ongoing or potential conflicts into collaborative dialogues resolve conflicts by finding solutions that meet everyone's needs break patterns of thinking that lead to anger and depression build relationship based on respect strengthen skills in both sending and receiving difficult communication make requests that increase the likelihood of getting what you really want get voluntary agreements in conflict situations without compromise give high-octane empathy