Chartered Accountants Continuing
Professional Education Program
DO YOU HAVE THE SKILLS TO
MANAGE A CONFLICT SITUATION?
cha...
Solve problems as partners rather than opponents.
charteredaccountants.com.au/cpe
charteredaccountants.com.au/cpe
Transform problems into creative opportunities.
CREATIVE
RESPONSE
Develop communication tools to build rapport.
EMPATHY
charteredaccountants.com.au/cpe
Apply strategies to attack the problem not the person.
APPROPRIATE
ASSERTIVENESS
charteredaccountants.com.au/cpe
Eliminate “power over” to build “power with” others.
CO-OPERATIVE
POWER
charteredaccountants.com.au/cpe
charteredaccountants.com.au/cpe
MANAGE YOUR
EMOTIONS
Express fear, anger, hurt and frustration wisely to effect change.
charteredaccountants.com.au/cpe
WILLINGNESS
to
RESOLVE
Identify personal issues that cloud the picture.
charteredaccountants.com.au/cpe
MAP THE
CONFLICT
Define the issues needed to chart common
needs and concerns.
charteredaccountants.com.au/cpe
Design creative solutions together.
DEVELOPMENT
OF OPTIONS
charteredaccountants.com.au/cpe
INTRODUCTION
TO NEGOTIATION
Plan and apply effective strategies to reach agreement.
charteredaccountants.com.au/cpe
Help conflicting parties to move towards solutions.
INTRODUCTION
TO MEDIATION
charteredaccountants.com.au/cpe
Value your differences.
BROADEN
PERSPECTIVES
charteredaccountants.com.au/cpe
Learn how to develop these
12 conflict resolution skills with
the Conflict Management Seri...
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12 Conflict Resolution Skills

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Here are 12 skills to help you respond to conflict constructively, and turn it into an opportunity. To learn more about the fundamental principles of conflict resolution visit www.charteredaccountantsanz.com/cpe and find the Conflict Management Series in the Personal Effectiveness and Leadership section of the Chartered Accountants Continuing Professional Education Program.

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12 Conflict Resolution Skills

  1. 1. Chartered Accountants Continuing Professional Education Program DO YOU HAVE THE SKILLS TO MANAGE A CONFLICT SITUATION? charteredaccountants.com.au/cpe The 12 Conflict Resolution Skills Content provided by Tao de Haas, Director of CorporateXL and presenter of Conflict Management Series on the Chartered Accountants Continuing Professional Education Program.
  2. 2. Solve problems as partners rather than opponents. charteredaccountants.com.au/cpe
  3. 3. charteredaccountants.com.au/cpe Transform problems into creative opportunities. CREATIVE RESPONSE
  4. 4. Develop communication tools to build rapport. EMPATHY charteredaccountants.com.au/cpe
  5. 5. Apply strategies to attack the problem not the person. APPROPRIATE ASSERTIVENESS charteredaccountants.com.au/cpe
  6. 6. Eliminate “power over” to build “power with” others. CO-OPERATIVE POWER charteredaccountants.com.au/cpe
  7. 7. charteredaccountants.com.au/cpe MANAGE YOUR EMOTIONS Express fear, anger, hurt and frustration wisely to effect change.
  8. 8. charteredaccountants.com.au/cpe WILLINGNESS to RESOLVE Identify personal issues that cloud the picture.
  9. 9. charteredaccountants.com.au/cpe MAP THE CONFLICT Define the issues needed to chart common needs and concerns.
  10. 10. charteredaccountants.com.au/cpe Design creative solutions together. DEVELOPMENT OF OPTIONS
  11. 11. charteredaccountants.com.au/cpe INTRODUCTION TO NEGOTIATION Plan and apply effective strategies to reach agreement.
  12. 12. charteredaccountants.com.au/cpe Help conflicting parties to move towards solutions. INTRODUCTION TO MEDIATION
  13. 13. charteredaccountants.com.au/cpe Value your differences. BROADEN PERSPECTIVES
  14. 14. charteredaccountants.com.au/cpe Learn how to develop these 12 conflict resolution skills with the Conflict Management Series, visit charteredaccountants.com.au/cpe Chartered Accountants Australia and New Zealand is a trading name for the Institute of Chartered Accountants in Australia (ABN 50 084 642 571) and the New Zealand Institute of Chartered Accountants – see charteredaccountantsanz.com for further information

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