Conflict Resolution skills.

1. CONFLICT
RESOLUTION?

2. Conflict Resolution refers to two or more people finding a peaceful solution to a
disagreement.
What are Conflict Resolution Skills?
They are the skills that enable us to bypass personal differences and to open up to
possibilities of resolving disagreements or arguments. The skills of Conflict
Resolution draw us closer to other people and help us to grow, as we jointly search
for fair solutions and balanced needs in the midst of potentially challenging
experiences.
We are going to look at 4 Conflict Resolution Skills now.

3.  The win/win approach is about changing the conflict from an attacking or
defensive view to co-operating to find mutual win in the conflict for each person
involved.
 This requires both people involved to be flexible and understanding of what the
other person needs within the conflict.

4.  The Creative response to conflict is about turning problems into possibilities. It is
about consciously choosing to see what can be done to resolve the conflict, rather than
staying with how terrible it all is. It is affirming that you will choose to get the best
from the situation.
 This does involve at times thinking outside the box to best resolve the problem as the
best answer is not always the most obvious.

5.  Empathy is about connection and openness between people. When it is absent, people are less
likely to consider your needs and feelings. The best way to build empathy is to help the other
person feel that they are understood. That means being an active listener.
 This strategy helps to resolve the conflict by connecting those involved through feelings of
understanding. It is powerful and can dramatically change the intense nature of some
conflicts.

6.  The essence of Appropriate Assertiveness is being able to state your case or how you feel
without arousing a defensive or attacking reaction from the other person. The point of this
approach is to say the situation is for you and not telling them what they should or shouldn't
do.
For example: "The way I see it...",
 When you want to state your point of view helpfully, the "I" statement can be useful in
communicating clearly your point of view.