Transformation of information into effective communication

  • Ensure understanding and to be understood
  • Identify the preferred communication media
    - I myself as emitter and receiver
    - My counterpart as receiver and emitter
  •  Self-reflection and optimization of one’s own communications behavior
  • Empathic attitude and conversational skills
  • Style of communication as crucial element for the company’s corporate culture

Constructive conflict management

  • Sources of conflicts – identify the causes of conflicts
  • Intervention by the superior
    - "Must intervene" and "Should intervene" criteria
    -  Is there a “too early” to intervene?
  • Support for settlement of conflicts
  • Handling of particular types of people