2024
Communicatie en
conflictoplossing
SAMENVATTING
SARAH VERHAEGEN
,COMMUNICATIE EN
CONFLICTOPLOSSING
Inhoudsopgave
Soft skills....................................................................................................................................................................3
Wat is communicatie.................................................................................................................................................3
Verloop van communicatie...................................................................................................................................4
Specifieke kenmerken van een communicatie.....................................................................................................5
Communicatieve competentie..............................................................................................................................5
Hoe communiceren...................................................................................................................................................6
Communicatie is tweerichtingsverkeer.................................................................................................................6
Non-verbale communicatie...................................................................................................................................6
Verbale communicatie: LSD..................................................................................................................................7
Soorten contexten en werkomgevingen...............................................................................................................9
De communicatie gaan saneren............................................................................................................................9
Aandachtspunten voor onderhandelaars en bemiddelaars.................................................................................9
modellen voor een juridisch basisgesprek..............................................................................................................10
Het verloop van een gesprek..............................................................................................................................12
Oefening..........................................................................................................................................................12
Voorbeeld van model voor een juridisch basisgesprek..................................................................................12
Conflict....................................................................................................................................................................13
Geweldloze communicatie......................................................................................................................................16
Proces..................................................................................................................................................................17
Feiten waarnemen..........................................................................................................................................19
uitdrukken van gevoelens en houdingen........................................................................................................19
Behoeften als bron van gevoelens..................................................................................................................19
Verzoeken........................................................................................................................................................20
Diverssentieve communicatie.................................................................................................................................21
Cultuur.................................................................................................................................................................21
Culturalisme........................................................................................................................................................22
TOPOI Model.......................................................................................................................................................22
Taal..................................................................................................................................................................23
Ordening..........................................................................................................................................................24
Personen..........................................................................................................................................................26
Organisatie......................................................................................................................................................27
1
, Inzet.................................................................................................................................................................27
Hoe interveniëren?..........................................................................................................................................28
Onderhandelen.......................................................................................................................................................30
Essentie van onderhandelen...............................................................................................................................30
Getting to Yess.....................................................................................................................................................30
Scheid de mensen van het probleem..............................................................................................................31
Richt je op de belangen, niet op de posities...................................................................................................32
Zoek naar oplossingen in wederzijds belang...................................................................................................33
Hanteer objectieve criteria.............................................................................................................................33
BATNA..............................................................................................................................................................33
Getting past the no – negotiating in difficult situations......................................................................................34
Beyond Reason – using emotions as you negotiate............................................................................................34
Bargaining with the devil.....................................................................................................................................35
Tactiek Moeilijke Mensen..................................................................................................................................36
Intimidatie.......................................................................................................................................................36
Manipulatie.....................................................................................................................................................36
Moeilijke mensen............................................................................................................................................36
Distributief vs. Integratief...............................................................................................................................37
Bemiddeling.............................................................................................................................................................40
Principes van bemiddeling..................................................................................................................................40
Begrip..............................................................................................................................................................40
Kenmerken en basisprincipes..........................................................................................................................41
Waarom wel bemiddelen?..............................................................................................................................41
Waarom niet bemiddelen/er niet aan beginnen?..........................................................................................41
Voordelen en nadelen.....................................................................................................................................42
Bemiddelingstraject............................................................................................................................................42
Voorfase..........................................................................................................................................................42
Introductiefase................................................................................................................................................43
Inventarisatie- en exploratiefase (verhaalvertelling)......................................................................................43
Belangenfase...................................................................................................................................................43
Onderhandelingsfase......................................................................................................................................44
Overeenkomst (afronding)..............................................................................................................................44
2
, SOFT SKILLS
Definitie = niet eenduidig
o Ontstaan in de IT-wereld als tegenhanger van “hard skills”.
o Wikipedia: A combination of people skills, social skills, communication skills, character traits,
attitudes, career attributes, and social and emotional intelligence quotients that enable
people to navigate their environment, work well with others, perform well, and achieve their
goals with complementing hard skills.
o Aanverwant: key competences, general competences, generic competences, cross
competences, transversal skills, transferable skills, cross-sector skills, future work skills,
employability skills, enterprise skills, 21st century skills, skills for social progress, basic skills,
essential skills, core skills, life skills.
o Gaandeweg als belangrijker aanzien
Classificatie = niet eenduidig
o Verschillende classificatiesystemen. Geen exhaustieve lijst van soft skills.
Life skills (WHO, 1993)
Transversal competences (ISFOL, 1994; 1998)
Key competences for a successful life and a well-functioning society (OECD, 2003)
Key competences for lifelong learning (EU, 2006)
Generic competences (Tuning, Gonzalez & Wagenaar, 2008)
21st century skills (OECD, Ananiadou & Claro, 2009)
Future work skills (IFTF, 2011)
Skills for social progress (OECD, 2015)
o Gemeenschappelijke elementen in de vele (vaak bredere) classificaties:
Basisvaardigheden (i.e., geletterdheid, gecijferdheid, technologische vaardigheden)
Conceptuele vaardigheden (i.e., informatie verzamelen en organiseren, problemen
oplossen, planning en organisatie, leren leren, creativiteit, systeemdenken)
Persoonlijke vaardigheden (i.e., verantwoordelijkheidszin, vindingrijkheid,
flexibiliteit, in staat om de eigen tijd te beheren, zelfvertrouwen).
Interpersoonlijke vaardigheden (i.e., communicatie, teamwork, klantvriendelijkheid)
Bedrijfsvaardigheden (i.e., innovatieve en zakelijke vaardigheden)
Burgerschapsvaardigheden (i.e., relevante kennis en vaardigheden)
Cinque merkt op dat de meeste concepten breder zijn dat het concept soft skills. Zo worden soft skills
doorgaans als een subset van generieke competenties gezien
Welke soft skills?
o Communicatie
Interculturele communicatie
Geweldloze communicatie
o Problemen oplossen
Informatie- en adviesgesprekken
Onderhandelen
Bemiddelen
Arbitrage
WAT IS COMMUNICATIE
Veel definities
Veel modellen
o Structurele modellen: samenhang en structuur
3
Communicatie en
conflictoplossing
SAMENVATTING
SARAH VERHAEGEN
,COMMUNICATIE EN
CONFLICTOPLOSSING
Inhoudsopgave
Soft skills....................................................................................................................................................................3
Wat is communicatie.................................................................................................................................................3
Verloop van communicatie...................................................................................................................................4
Specifieke kenmerken van een communicatie.....................................................................................................5
Communicatieve competentie..............................................................................................................................5
Hoe communiceren...................................................................................................................................................6
Communicatie is tweerichtingsverkeer.................................................................................................................6
Non-verbale communicatie...................................................................................................................................6
Verbale communicatie: LSD..................................................................................................................................7
Soorten contexten en werkomgevingen...............................................................................................................9
De communicatie gaan saneren............................................................................................................................9
Aandachtspunten voor onderhandelaars en bemiddelaars.................................................................................9
modellen voor een juridisch basisgesprek..............................................................................................................10
Het verloop van een gesprek..............................................................................................................................12
Oefening..........................................................................................................................................................12
Voorbeeld van model voor een juridisch basisgesprek..................................................................................12
Conflict....................................................................................................................................................................13
Geweldloze communicatie......................................................................................................................................16
Proces..................................................................................................................................................................17
Feiten waarnemen..........................................................................................................................................19
uitdrukken van gevoelens en houdingen........................................................................................................19
Behoeften als bron van gevoelens..................................................................................................................19
Verzoeken........................................................................................................................................................20
Diverssentieve communicatie.................................................................................................................................21
Cultuur.................................................................................................................................................................21
Culturalisme........................................................................................................................................................22
TOPOI Model.......................................................................................................................................................22
Taal..................................................................................................................................................................23
Ordening..........................................................................................................................................................24
Personen..........................................................................................................................................................26
Organisatie......................................................................................................................................................27
1
, Inzet.................................................................................................................................................................27
Hoe interveniëren?..........................................................................................................................................28
Onderhandelen.......................................................................................................................................................30
Essentie van onderhandelen...............................................................................................................................30
Getting to Yess.....................................................................................................................................................30
Scheid de mensen van het probleem..............................................................................................................31
Richt je op de belangen, niet op de posities...................................................................................................32
Zoek naar oplossingen in wederzijds belang...................................................................................................33
Hanteer objectieve criteria.............................................................................................................................33
BATNA..............................................................................................................................................................33
Getting past the no – negotiating in difficult situations......................................................................................34
Beyond Reason – using emotions as you negotiate............................................................................................34
Bargaining with the devil.....................................................................................................................................35
Tactiek Moeilijke Mensen..................................................................................................................................36
Intimidatie.......................................................................................................................................................36
Manipulatie.....................................................................................................................................................36
Moeilijke mensen............................................................................................................................................36
Distributief vs. Integratief...............................................................................................................................37
Bemiddeling.............................................................................................................................................................40
Principes van bemiddeling..................................................................................................................................40
Begrip..............................................................................................................................................................40
Kenmerken en basisprincipes..........................................................................................................................41
Waarom wel bemiddelen?..............................................................................................................................41
Waarom niet bemiddelen/er niet aan beginnen?..........................................................................................41
Voordelen en nadelen.....................................................................................................................................42
Bemiddelingstraject............................................................................................................................................42
Voorfase..........................................................................................................................................................42
Introductiefase................................................................................................................................................43
Inventarisatie- en exploratiefase (verhaalvertelling)......................................................................................43
Belangenfase...................................................................................................................................................43
Onderhandelingsfase......................................................................................................................................44
Overeenkomst (afronding)..............................................................................................................................44
2
, SOFT SKILLS
Definitie = niet eenduidig
o Ontstaan in de IT-wereld als tegenhanger van “hard skills”.
o Wikipedia: A combination of people skills, social skills, communication skills, character traits,
attitudes, career attributes, and social and emotional intelligence quotients that enable
people to navigate their environment, work well with others, perform well, and achieve their
goals with complementing hard skills.
o Aanverwant: key competences, general competences, generic competences, cross
competences, transversal skills, transferable skills, cross-sector skills, future work skills,
employability skills, enterprise skills, 21st century skills, skills for social progress, basic skills,
essential skills, core skills, life skills.
o Gaandeweg als belangrijker aanzien
Classificatie = niet eenduidig
o Verschillende classificatiesystemen. Geen exhaustieve lijst van soft skills.
Life skills (WHO, 1993)
Transversal competences (ISFOL, 1994; 1998)
Key competences for a successful life and a well-functioning society (OECD, 2003)
Key competences for lifelong learning (EU, 2006)
Generic competences (Tuning, Gonzalez & Wagenaar, 2008)
21st century skills (OECD, Ananiadou & Claro, 2009)
Future work skills (IFTF, 2011)
Skills for social progress (OECD, 2015)
o Gemeenschappelijke elementen in de vele (vaak bredere) classificaties:
Basisvaardigheden (i.e., geletterdheid, gecijferdheid, technologische vaardigheden)
Conceptuele vaardigheden (i.e., informatie verzamelen en organiseren, problemen
oplossen, planning en organisatie, leren leren, creativiteit, systeemdenken)
Persoonlijke vaardigheden (i.e., verantwoordelijkheidszin, vindingrijkheid,
flexibiliteit, in staat om de eigen tijd te beheren, zelfvertrouwen).
Interpersoonlijke vaardigheden (i.e., communicatie, teamwork, klantvriendelijkheid)
Bedrijfsvaardigheden (i.e., innovatieve en zakelijke vaardigheden)
Burgerschapsvaardigheden (i.e., relevante kennis en vaardigheden)
Cinque merkt op dat de meeste concepten breder zijn dat het concept soft skills. Zo worden soft skills
doorgaans als een subset van generieke competenties gezien
Welke soft skills?
o Communicatie
Interculturele communicatie
Geweldloze communicatie
o Problemen oplossen
Informatie- en adviesgesprekken
Onderhandelen
Bemiddelen
Arbitrage
WAT IS COMMUNICATIE
Veel definities
Veel modellen
o Structurele modellen: samenhang en structuur
3
