1.  And if negotiation and facilitation doesn’t work…  Or you haven’t had a chance to try it…  You may find yourself having to manage a conflict situation

2.  What might be potential areas of conflict on a Natura 2000 site?  What might trigger a confrontational reaction?  What can we do about these things?

3. Dealing with potential conflict… …requires effective communication skills!

5. Remember all the things we talked about previously  Facial expressions  Eye contact  Interpersonal distance  Touch  Body orientation and posture  Hand and other gestures  Your appearance

7.  Effective Questioning  How you say things (para language)  Being assertive, not aggressive  And active listening of course

8. We’ve looked at:  Body Language/ Non- Verbal Communication  Language used  Listening skills What about:-  Attitudes  Stress  Clarity  Culture  Existing knowledge  Assumptions  Context

9.  Frustration Aggression Hypothesis  Implicit Personality Theories  Impression Formation

10.  Proposed that all aggression is caused by some kind of frustration  Usually assumed that frustration always leads to aggression  Put forward by Berkowitz. Idea has some support from comparative studies of overcrowding in animals (& studies of people)

11.  Assumptions people make that two or more personality traits are related so that, if a person has one of the traits, it is believed that he or she will have another one as well.  This may happen at first meeting and may be referred to as impression formation. It can refer to what people are like and what they may do.  If this is extended to a group, it becomes stereotyping.

12.  How do we make initial judgments of others?  What sorts of information do we use?  Note: We often form impressions rather quickly, sometimes without any direct evidence.

13. We all make assumptions about people (mental stereotyping), but it’s how you get beyond with them that matters…

14.  Select potential conflicts on a Natura 2000 site – from earlier in the session  In groups discuss how you would approach these, Or,  Take a different part each, in small groups, and enact the scenario, with one of you trying to resolve it. Someone should observe the scene and provide feedback (remember the feedback information from Tuesday?).

15. Assess the situation and prepare yourself…