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Before we can start to resolve conflict it is important that we know what conflict is. The dictionary defines it as – conflict; disagreement, struggle or fight, and to be incompatible. Both verbal and non-verbal communication have one thing in common, they both are about communication or lack of it.

Non-verbal communication has been studied for many years and a lot of the findings have been confirmed and are accepted as accurate, but like most things in life, nothing is certain.

During research undertaken in 1971, they tried to break the component parts of communication into percentages. Delegates were asked for their own views on what percentages they thought affected a conflict situation and this was divided into words, tone, and non-verbal communication skills. The figures that they found were that words made up 7%, tone made up 38% and non-verbal communication made up the highest percentage at 55 percent.

Conflict is less likely where you are always aware of good communication skills and in many cases conflict can be avoided, however, these skills need to be learnt and practised.

You need to show positive behaviour at all times and control your negative feelings to avoid things getting out of hand. Your attitude directly affects your behaviour and your behaviour directly affects your attitude. With this in mind, if you approach a person with a good tone to your voice speaking calmly and being friendly, your body language and attitude should show that you genuinely mean to help them, and a conflict can be defused before it becomes a problem.