Conflict Resolution – 12 Skills Materials based on Conflict Resolution Network www.crnhg.org, used with permission 2 – The Win/Win Approach For a 1-hour session we are covering chapter 1, abbreviated B-D, skipping stimulus activity A Conflict Resolution – 12 Skills

Conflict What are some of the specific ways we behave in conflict situations? Are some of those behaviors more effective in dealing with conflict then others? In what ways? Why do we behave the way we do in conflict? 1.2

Model for understanding conflict Are you familiar with ‘Fight’ or ‘Flight’? 1.3

Fight… …I win – you lose aggressive Examples of behaviors: Examples of messages: …I win – you lose 1.3 aggressive

Flight… …I lose – you win passive Examples of behaviors: Examples of messages: …I lose – you win 1.4 passive

Flow?! …I win – you win assertive Examples of behaviors: Examples of messages: …I win – you win 1.5 assertive

Behaviors in conflict handout 1.6 Handout ‘behaviors in conflict’

What about people? Fight Flight I win – you lose Aggressive Hard on people & hard on the issue Flight I lose – you win Passive Hard / soft on people & hard on the issue 1.7

Review handout ‘Fight, Flight, Flow’ What about people? Flow I win – You win Assertive Soft on people / hard on the issue Review handout ‘Fight, Flight, Flow’ 1.7

Principles of win/win Is it all about compromise? 1.7

Principles of win/win Needs first Solutions later 1.8

Compromise… Is it the same as win/win? Why do we so often compromise? What are some advantages of compromise? 1.8

Win/Win… What is different in the win/win approach? Why should we use win/win – what are the advantages? 1.9

Win/win would be great but… Sometimes it just does not seem possible Group discussion Handout Share your thoughts! Skip 1.10 1.11 Handout ‘ key features of the win/win approach’

Win/win key points Flexibility Options Choices It’s the approach, not necessarily the solution! Are different solutions looked at? Have all needs been considered? Were all parties involved in finding a solution? 1.12

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

12 skills – 12 classes 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

Ah conflict! What an opportunity!