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Conflict Resolution – 12 Skills

Materials based on Conflict Resolution Network www.crnhg.org , used with permission. 6 – Active Listening. Conflict Resolution – 12 Skills. Studies have shown that immediately after people have listened to someone talk, they remember only 50% (as in ½ ) of what they have heard.

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Conflict Resolution – 12 Skills

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  1. Materials based on Conflict Resolution Network www.crnhg.org, used with permission 6 – Active Listening Conflict Resolution – 12 Skills

  2. Studies have shown that immediately after people have listened to someone talk, they remember only 50% (as in ½ ) of what they have heard. Listening to gain information

  3. Back-2-Back drawing • Let’s compare pictures… …why don’t they look more/less alike? group exercise

  4. How Why* What Where When Asking questions ?

  5. Let’s try that • Closed question… • …have you got something to say about this situation? • …do you like the design of the new poster? • …was the conference interesting? • …have you had a good day? • Open Question… • …what can you tell me about this situation? • …what is your opinion about the new poster? • …tell me some details about the conference you went to! • …how did your day go today?

  6. Acknowledge another Making another feel valued Showing empathy Listening to give affirmation

  7. Non verbal • Environment, body posture, eye contact, gestures • Following skills • ‘Mm’ and ‘aha’, occasional questions, attentive silence • Reflecting skills • Paraphrase, summarize, use a tone of voice that is warm and interested Skills to show empathy when listening

  8. How can we respond when someone is verbally attacking us? Is this going to be effective in dealing with the other person’s anger and resolve the conflict? Listening when under verbal attack

  9. …to gain information • …to give affirmation …and to respond to inflammation! Active Listening

  10. Actively listen to deal with emotions FIRST High emotions?

  11. Active listening is effective when we are receiving non-verbal cues for anger (eye rolling, turning away…) Asking questions ‘are you frustrated with the situation?’ or ‘what is annoying you’ can help us understand the issue Listening to resolve conflict?

  12. This is not about the ‘attack’ being justified, this is about reducing the emotional heat and arriving at a point that allows discussion It allows us to turn conflict into communication What do you need, not need? What do I need, not need? Listening to resolve conflict?

  13. Hard on the problem Soft on the person Partners, not opponents Listening to resolve conflict?

  14. What’s happening in the next session? Conflict resolution – 12 skills

  15. Win/win approach • Creative response • Empathy • DISC exercise • Listening skills • Assertiveness • Co-operative power • Managing emotions • Willingness to resolve • Mapping the conflict • Designing options 12 skills – 12 classes

  16. Ah conflict! What an opportunity!

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