This document outlines the steps to conflict resolution: 1. Identify the problem and gather all relevant information from both sides. 2. Brainstorm potential solutions and consider the pros and cons of each. 3. Address the other person involved while using good communication skills and listening to their perspective. 4. Respectfully present potential solutions and compromise until an agreement is reached.

1. UNIT 3: CONFLICT RESOLUTION
Good Communication + Problem Solving Skills = Conflict Resolution

2. What is
conflict
resolution? Conflict resolution is the ability for two
parties to find a peaceful and
acceptable solution to a problem.
Good Communication + Problem Solving Skills
= Conflict Resolution

3. Good conflict resolution skills are needed to avoid …
• Yelling, Arguing, Fighting
• Loss Of Employment
• Loss Of Family / Social Relationships
By learning how to communicate more effectively and resolve problems
it is possible to improve your relationships and your quality of life.

4. Step 1:
Identify
Problem And
Gather
Information
In Unit 1 we discussed communication and
the importance of using good
communication skills when interacting with
others. The first step in conflict resolution
is to identify and be able to see all sides of
the problem. Gather all information about
the situation, including attitudes and
emotions.

5. Step 2:
Identify and
Develop
Solutions
Problem solve the situation by
brainstorming to identify any solutions
to the problem. Review each one and
assign pros and cons for each
proposed solution.

6. Step 3:
Address the
Person You
are Having
Conflict With
When approaching the individual you
have conflict with, remember to utilize
appropriate non-verbal and verbal
communication skills. Respect their
boundaries and listen to their point of
view.

7. Step 4:
Presenting
Your Ideas /
Possible
Solutions
Respectfully approach the situation by
utilizing statements beginning with “I”
and avoiding “you” completely. Review
your ideas and listen to the other
person’s input. Compromise and
negotiate until a solution is agreed
upon and implemented.

8. TIPS …. • If you find yourself getting angry and
arguing with the take a break until you are
calm and can discuss the situation.
• Agree on a description of the problem.
• Set ground rules where you will respect each
other’s point of view and opinions.
• Focus on one problem at a time.
• Repeat back what you believe the other
person has said, to confirm understanding.
• Remember compromise and negotiation
means that both of you win.

9. Unit 3
Homework
Think of a conflict you have
experienced with another person
and write a thorough description of
it. Utilize the conflict resolution
process to come up with solutions
and describe how you would
present the solution to the other
person involved.
**Bring you homework to the next
group session or counseling session
where it can be discussed**