Twelve Conflict Resolution Skills

CRN explains twelve skills "which may be relevant to solving any conflict. Pick and choose the skill - or skills - appropriate to your particular issue or crisis.Once you achieved some expertise with Conflict Resolution, you will have gained the following learning outcomes:

"1. The win/win approach
Identify attitude shifts to respect all parties' needs.

"2. Creative response
Transform problems into creative opportunities.

"3. Empathy
Develop communication tools to build rapport. Use listening to clarify understanding.

"4. Appropriate assertiveness
Apply strategies to attack the problem not the person.

"5. Co-operative power
Eliminate "power over" to build "power with" others.

"6. Managing emotions
Express fear, anger, hurt and frustration wisely to effect change.

"7. Willingness to Resolve
Name personal issues that cloud the picture.

"8. Mapping the conflict
Define the issues needed to chart common needs and concerns.

"9. Development of options
Design creative solutions together.

"10. Introduction to negotiation
Plan and apply effective strategies to reach agreement.

"11. Introduction to mediation
Help conflicting parties to move towards solutions.

"12. Broadening perspectives
Evaluate the problem in its broader context."

© This CRN material can be freely reproduced provided this copyright notice appears on each page.

Free Courseware from MIT

MIT OpenCourseWare (OCW) has posted lecture notes and course materials for many of their classes. What a resource! Click for the courses available in Brain and Cognitive Sciences. Sloan School of Management offers many courses, including Game Theory for Managers and Competitive Decision-Making and Negotiation. Doing a search on "mediation" brings up 159 hits for you to explore. A search on "conflict resolution" yields 291 hits. Enjoy mining for mind gold and learning from what you find. Thanks, MIT.

Hat tip to VeraSage.

See this Brains On Purpose™ post for active links