Workplace Conflict Resolution Essentials For Dummies. Scott Vivian

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lot about someone’s day before she even says a word.

      

Use body language as a clue to discern what may be going on, but don’t use it exclusively. If a co-worker walks into the office one day, doesn’t say hello and immediately sits down at her desk, maybe she’s mad at you – or maybe she has a very busy day ahead and wants to stay focused. Making some assumptions about body language is fine, but check out those assumptions before acting or reacting badly. For more information on assumptions, see Chapter 3.

Discerning tone of voice

      A largely under-recognised yet critical part of verbal communication is tone of voice. How something is said – either the tone used or the inflection given – can completely change the meaning of the words. Without knowing whether the speaker’s intent is to be funny, sarcastic, serious or sincere, a person may respond inappropriately. This often happens to people who communicate predominantly in writing. The written word leaves tone of voice open to interpretation, and you don’t want to learn that lesson the hard way.

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