TIPS AND SKILLS
Ombuds Office
​Communication Tips:
- Keep an open mind
- Deal with present behavior
- Be aware of body language
- Use "I" messages instead of "you" messages
- Choose which words you use carefully
- Avoid questions designed to attack the other party
- Use and embrace the power of silence and delayed response
- Be willing to say "You might be right"
- Avoid interpreting others' motives
Effective Listening Skills:
- Listen before talking
- Avoid any distractions
- Concentrate on what the other person is saying
- Look for the underlying feelings in the message
- Provide effective feedback to the sender
- Maintain proper eye contact and body posture
- Communicate attentiveness by use of eyes - - don't glare
- Suspend judgment while you are listening
- Try not to jump to conclusions
- Repeat your understanding of the feelings and content
- Be aware of the other person "pushing your buttons"
- Try not to interrupt or finish sentences for others
Resources for addressing conflict
