Conflict Resolution
Twelve Skills to Develop
1. Win – Win Approach
• Look at conflict and
cooperation as possibilities for
mutual gain.
• Concentrate on the issues not
the emotions
2. Creative Response
• See conflicts as opportunities
• See conflicts as invitations for
change
• Don’t focus on the conflict as a
crisis
3. Empathy
• Try to see the other person’s
point of view
• Try to recognise the motives
behind the behaviours
4. Appropriate
Assertiveness
• Know your needs and rights and
state them clearly
• Present your expert knowledge
clearly and confidently
5.Cooperative Powers
• Direct your energies to
cooperating with the other
party, not trying to control them
6. Managing Emotions.
• Handle anger and frustration
• Concentrate on outcomes, not
emotions
7. Willingness to
Resolve
• Understand role of resentment
in conflict
• Focus on resolution strategies
• Use Problem Solving
Techniques
8. Mapping the Conflict
• Draw a conflict
map to identify
underlying
WHO
NEEDS CONCERNS
needs, values,
objectives and
NEEDS
NEEDS
visions of all
parties.
THE ISSUE
WHO
WHO
CONCERNS
CONCERNS
WHO
NEEDS CONCERNS
9.Development of
Options
• Using Problem Solving
Techniques develop a variety of
possible options
• Work through each of these
options to select the most
appropriate
10. Negotiation Skills
• Create a suitable environment
for working together for
resolution
• Synthesise different interests
• Work towards new balances and
agreements
11. Broadening
Perspectives
• Recognise your point of view as
one possibility
• Understand other points of
view as also valid
12. Third Party Mediator
• Understand the special role of a
mediator
• Understand the importance of
neutrality
Role Play Guidelines
• Select a problem
• Allocate roles
• Draw conflict map
• Discuss Problem Solving
Strategies
• Write role play
• Practice role play