Communication Competencies and Conflict Management:
Skills for Mediators and Facilitators

A COMM 444/544 Third Parties: Mediation & Facilitation presentation
Gregg Walker, Ph.D., Professor

Two Views of Communication                                Transmission View                                                 Social Construction View
Roles Sender, receiver Participants
Message and its Meaning Sent and received Created and recreated
Success Receiver "gets it" (accuracy of transmission) Shared understanding and experience
Function Influence across space Community across time

What do we mean by “Communication?”
Communication as Transmission

What do we mean by “Communication?”
Communication as Construction Mediators Should Communicate Strategically Communicating Well in Challenging Situations: Competence Skills What is Communication Competence?
It has three dimensions: KEY POINTS: Communication Competence and Awareness Communication Competence: Seven Questions
1. Am I listening well?
2. Am I asking and encouraging constructive questions?
3. Am I providing and inviting helpful feedback?
4. Am I modeling communication behaviors I hope others employ?
5. Am I monitoring my verbal and nonverbal behaviors?
6. Where appropriate, am I fostering dialogue?
7. Am I arguing constructively?

Attentive Listening Skills

Questioning Skills Feedback Skills Modeling Skills Self-monitoring Skills Dialogue Skills Collaborative Argument (Deliberative) Skills Collaborative Argument Skills: Inquiry Skills Collaborative Argument Skills: Advocacy Skills The Mediator’s Handbook: Connecting Beer & Stief’s ideas The Mediator’s Handbook: Connecting Beer & Stief’s ideas The Mediator’s Handbook: Connecting Beer & Stief’s ideas