Conflict Resolution – 12 Skills Materials based on Conflict Resolution Network www.crnhg.org, used with permission 1 – Understanding Conflict Conflict Resolution – 12 Skills

? Conflict Who in this room has ever experienced conflict? Someone who has not? Who would have like to handled conflict differently – at least some of the times…? Introduction, 45 minute session, III.2

This course Understanding conflict Various responses to conflict Various tools to better ‘handle’ conflict Better outcomes to conflict (win/win, options, resolution)

Conflict – what does that mean to you? Destructive/negative conflict resolution– what are the outcomes? Constructive/positive conflict resolutions – what are the outcomes? III.3 ?

‘range’ of conflict What is a crisis like? How do we act, what do we do? III.4 * crisis

‘range’ of conflict *discomfort How does a conflict start? How do we act, what do we do, what do we feel? III.5 * crisis

‘range’ of conflict *discomfort How does a conflict progress? What has happened? What do we feel? *incident III.5 * crisis

‘range’ of conflict *discomfort How does a conflict progress? What has happened? What are the details – are they clear? *incident *misunderstanding III.5 * crisis

‘range’ of conflict *discomfort How does a conflict progress? How are you feeling towards / about the other person? *incident *misunderstanding III.5 *tension * crisis

Levels of conflict handout III.6 Handout ‘levels of conflict exercise’

Levels of conflict Exercise Chose a recent conflict involving you, it can be anything from minor discomfort to a full blown crisis. Use the handout to reflect on the level(s) you are at and share some insights with the rest of us! III.6 and III.7

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!