Mackay, H. (1998) - Resolving conflict through listening

Had to chuckle when I read Mackay quoting research that suggests that "high self-esteem in children is more likely to be found in families where there is open dissent and disagreement". No wonder my children are so confident and self-assured!
Mackay tells us that reflective listening is paramount to conflict resolution and provides six steps to guide us in having "sensible, cooperative discussion". Both parties need to maintain a high level of communication and to respect what the other person is saying. We don't necessarily have to agree with the other party's opinions or comments, but we need to acknowledge what they say.

Savage, W. W. (1989) - Communication: process and problems

Before reading Savage's article, I was not aware that there were so many facets to communication. He tells us that communication "is an exceedingly complex process in which people, behavior, and objects transmit information, ideas, and attitudes."
I didn't realise the power of our non-verbal behaviour to send messages. Our unintentional communication can influence negatively the intentional communication we are attempting to transmit, so we need to be cognizant of this when imparting information, ideas and attitudes to others. For instance, if we are able to describe to visitors the wonderful resources available in our library but do not offer a welcoming greeting when they enter or answer their questions in a non-threatening manner, we are showing them that yes, we may have a state-of-the-art facility, but they're not really welcome to use it.
Communication can only be a two-way process when information, ideas and attitudes flow in an upward and downward motion between all members of the school community.