Conflict Resolution – 12 Skills

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

2. Who in this room has ever experienced conflict? Someone who has not? Who would have like to handled conflict differently – at least some of the times…? ? Conflict

3. Understanding conflict Various responses to conflict Various tools to better ‘handle’ conflict Better outcomes to conflict (win/win, options, resolution) This course

4. Destructive/negative conflict resolution– what are the outcomes? Constructive/positive conflict resolutions – what are the outcomes? Conflict – what does that mean to you? ?

5. ‘range’ of conflict What is a crisis like? How do we act, what do we do? * crisis

6. ‘range’ of conflict *discomfort How does a conflict start? How do we act, what do we do, what do we feel? * crisis

7. ‘range’ of conflict *discomfort How does a conflict progress? What has happened? What do we feel? *incident * crisis

8. ‘range’ of conflict *discomfort How does a conflict progress? What has happened? What are the details – are they clear? *incident *misunderstanding * crisis

9. ‘range’ of conflict *discomfort How does a conflict progress? How are you feeling towards / about the other person? *incident *misunderstanding *tension * crisis

10. handout Levels of conflict

11. Exercise • Chose a recent conflict involving you, it can be anything from minor discomfort to a full blown crisis. • Use the handout to reflect on the level(s) you are at and share some insights with the rest of us! Levels of conflict

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

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

14. Ah conflict! What an opportunity!