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12 Skills Summary

Conflict Resolution Skills

  1. The win/win approach

    How can we solve this as partners rather than opponents?

  2. Creative response

    Transform problems into creative opportunities.

  3. Empathy

    Develop communication tools to build rapport. Use listening to clarify understanding.

  4. Appropriate assertiveness

    Apply strategies to attack the problem not the person.

  5. Co-operative power

    Eliminate "power over" to build "power with" others.

  6. Managing emotions

    Express fear, anger, hurt and frustration wisely to effect change.

  7. Willingness to Resolve

    Name personal issues that cloud the picture.

  8. Mapping the conflict

    Define the issues needed to chart common needs and concerns.

  9. Development of options

    Design creative solutions together.

  10. Introduction to negotiation

    Plan and apply effective strategies to reach agreement.

  11. Introduction to mediation

    Help conflicting parties to move towards solutions.

  12. Broadening perspectives

    Three articles on running meetings in conflict resolving mode.


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Conflict Resolution Network
PO Box 1016 Chatswood NSW 2057 Australia
Website www.crnhq.org


Ph +61 2 9419 8500
Fax +61 2 9413 1148
Email crn@crnhq.org