BEHAVIORAL SCIENCES - Universitatea de Medicină şi Farmacie
BEHAVIORAL SCIENCES - Universitatea de Medicină şi Farmacie
BEHAVIORAL SCIENCES - Universitatea de Medicină şi Farmacie
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I<strong>de</strong>ntify a safe place to meet and negotiate.<br />
o Arrange an appropriate space for the discussion that is private and<br />
neutral.<br />
o Gain mutual consent to negotiate and ensure the time is<br />
convenient for all parties.<br />
o Consi<strong>de</strong>r if support people would be beneficial (for example,<br />
facilitators, mediators, advocates, etc.).<br />
o Agree to ground rules.<br />
Take a listening stance.<br />
o “Seek first to un<strong>de</strong>rstand, then to be un<strong>de</strong>rstood.”<br />
o Use active listening skills, and listen loudly.<br />
Assert your needs clearly and specifically.<br />
o Use “I-messages” as tools for clarification.<br />
o Build from what you have heard; continue to listen loudly and<br />
actively.<br />
Approach the interaction with flexibility.<br />
o I<strong>de</strong>ntify issues clearly and concisely.<br />
o Participate in generating options (brainstorming), while <strong>de</strong>ferring<br />
judgment.<br />
o Be open and don’t get distracted by “tangents” and other problem<br />
<strong>de</strong>finitions.<br />
o Clarify criteria for <strong>de</strong>cision-making.<br />
Manage impasses with calm, patience, and respectful behavior.<br />
o Clarify feelings.<br />
o Focus on un<strong>de</strong>rlying needs, interests, and concerns.<br />
o Take a structured break if nee<strong>de</strong>d.<br />
Build an agreement that works.<br />
o Review “hallmarks” of a good agreement.<br />
o Implement and evaluate—live and learn.<br />
Using these techniques can improve the outcome of a conflict<br />
resolution process for everyone concerned.<br />
7.4. Intercultural Communication<br />
We live in multicultural world, in which cultural differences could<br />
be and are the source of <strong>de</strong>ep interpersonal, institutional, group and social<br />
conflicts. The ways of conflict resolution mentioned above imply<br />
communication. How must be the communication process between<br />
cultures is a complex question address by Cross-cultural communication<br />
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