Handling Conflict in Virtual Environments—Phone

Presented by: 
Terry S. Neiman of the Justice Institute of British Columbia
Wednesday, May 7, 2014 - 9:00am
Point Grey Campus
Irving K. Barber Learning Centre, 1961 East Mall, room 261
Focus Area: Workplace Skills

Program Summary

Dealing with conflict over the telephone, and in other “virtual environments” can be distinctively challenging. In fact, conflict can be a byproduct of misunderstandings arising from the unique characteristics of communicating via technology. In this session you will learn and practice effective verbal, and para-verbal for dealing with emotion and resolving conflict, with an emphasis on the use of the voice.

Audience

This session will be of interest to anyone who uses the phone or other technologies to communicate with the public, colleagues, or clients. You will explore how contextual differences between multiple technology-based communications media influence inter-personal conflict and attempts at its resolution, while developing skills and approaches to manage emotion and conflict.

What Justice Institute clients and learners say about this course

“The theory provided really put things in perspective and made it easier to apply new techniques in my communication at work”

“I liked that the course was not just reading from the book, but was interacting with others to apply and get feedback from others.”

What You Will Learn

  • What is “mediated communication” (i.e., non face-to-face communication)?
  • The inter-personal communication continuum and culture (high context / low context).
  • The impact of contextual differences between various communications modalities.
  • Recognizing stress and emotion in voice communication.
  • Identify effective and ineffective personal responses to various conflict styles encountered when communicating “virtually.”
  • Identifying the special challenges of communicating with limited visual and audible information.
  • Non-defensive communication, curiosity and empathy.
  • Formulating an assertive response.
  • Choosing a communication medium – what to consider.

Morning Session—Handling Conflict on the Phone

  • A three-dimensional model for effective conversation.
  • An interactive exercise in how not to communicate on the phone.
  • Recognizing the sources of poor communication, and the sounds and triggers of conflict.
  • Using verbal and para-verbal communication when defusing conflict on the phone.
  • The use of para-verbals in conflict communication: posture, pitch, tone, cadence, volume, inflection.

How you will learn

  • Interactive exercises,
  • Large group discussion
  • Small group work
  • Case studies
  • Demonstrations

About Your Facilitator

Terry S. Neiman, MS, PhD., Cert. ConRes. has 20 years of experience in consulting and education, following nearly 20 years of experience in process engineering and corporate management. His consulting work focuses on conflict resolution, decision-making, and problem solving. His academic work focuses on communication in conflict and problem solving, and the study of dialogue in everyday life. Terry designs and teaches courses on communication, publishing, negotiation, conflict intervention, and problem solving at Simon Fraser University, Kwantlen Polytechnic University, the JIBC. His teaching method is interactive and designed to work with a variety of learning styles.

Event Details

Morning Session: Handling Conflict in Virtual Environments—Phone
Facilitated by Terry S. Neiman of the Justice Institute of British Columbia
Date: Wednesday May 7, 2014
Time: 9:00am –12:15pm
Location: Point Grey Campus
Building: Irving K. Barber Learning Centre, 1961 East Mall [MAP]
Room: 261

To Register

You may also be interested in the complimentary session Handling Conflict in Virtual Communications—Text & Email.

Registered attendees will receive a confirmation email. This session is open to AAPS members only and there is no cost to attend.


Cancellations: Please remember all events are costly to set up, even those which are offered at no charge. If you do not anticipate attending the session to registered for, please cancel in a timely manner by emailing aaps.pd@ubc.ca. We encourage you to contact us with any questions about the AAPS PD Program.

Photography: Please be advised that photos may be taken at this event for use in AAPS communications materials.