12 Skills 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
      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.