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.
Also provided here are some Case Study answers submitted by Haddy Roche.
Click here for link to CR Kit for further information.