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Effective Communication to Calm Confrontations

How Communication can De-escalate Volatile Situations

Language:  English
Good communication skills are essential in resolving difficult conversations. Knowing what to say and how to say it can make the difference between creating understanding or fueling an argument.
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Having the skill of communication is a powerful way of diffusing a volatile situation and is shown to be very effective at helping to calm agitated people in order to get the best possible outcome – a placated individual who feels understood and is in a place to listen, be rational and reasonable. This book gives you the tools to become an effective communicator and demonstrates how you can use it in your work (and personal) environment to help you have meaningful exchanges that resolve conflict and may even keep you safe from a physical attack.

About the Author

Justine is passionate about helping service-based providers develop the skills they need to become confident and effective communicators, able to hold their own space with authority and calm.With a background in service-based careers, Justine can identify with the challenges in these industries and has faced many difficult situations dealing with customers and understands the importance of communication skills in resolving disputes that can quickly escalate if not managed well. Justine lives in Yeovil, in the South-West of England with her husband. She loves being by the sea and time with her family.

  • About the Author
  • Preface
  1. What is communication?
    1. Why communication skills are important
    2. How we communicate
    3. Communication styles
  2. Active listening
    1. Verbal and non-verbal signs of active listening
    2. Information gathering
    3. Clarification and Reflection
  3. Body language
    1. Non-verbal cues
    2. Building rapport
  4. Transactional analysis
    1. The 3 ego states
    2. Transactional analysis exercise
  5. Human needs
    1. What are the human needs?
    2. How our needs affect our behaviour
  6. Negotiation skills
    1. Stages of negotiation
    2. Negotiation strategies
    3. Avoiding misunderstandings in negotiations
  7. Barriers to communication
    1. Bad habits
    2. Cultural differences
    3. Information overload
    4. Physiological barriers
    5. Psychological and physical needs
    6. Expectations and prejudices
  8. Assertiveness
    1. The difference between assertive and aggressive
    2. Saying no
    3. Assertiveness techniques
  9. Conclusion
About the Author

Justine Antoska