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12 Skill Summary

Conflict Resolution Skills

1

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

Try to see the problem from a range of viewing points, other points of view and wider perspectives. Respect and value differences. Consider the wider context, the longer term, and reflect on what you can and cannot change

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