1. Conflict Resolution – 12 Skills
Materials based on Conflict Resolution Network used with permission
1 – Understanding Conflict
Conflict Resolution – 12 Skills

2. ? 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

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

4. 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 ?

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

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

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

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

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

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

11. 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

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

13. 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

14. Ah conflict!
What an opportunity!