Download pdf - 12 Conflict Resolution Skills

Chartered Accountants Continuing Professional Education Program

DO YOU HAVE THE SKILLS TO MANAGE A CONFLICT SITUATION?

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The 12 Conflict Resolution Skills

Content provided by Tao de Haas, Director of CorporateXL and presenter of Conflict Management Series on the Chartered Accountants Continuing Professional Education Program.

Solve problems as partners rather than opponents.



Transform problems into creative opportunities.

CREATIVE RESPONSE

Develop communication tools to build rapport.

EMPATHY


Apply strategies to attack the problem not the person.

APPROPRIATE ASSERTIVENESS


Eliminate “power over” to build “power with” others.

CO-OPERATIVE

POWER



MANAGE YOUR EMOTIONS

Express fear, anger, hurt and frustration wisely to effect change.


WILLINGNESS to

RESOLVEIdentify personal issues that cloud the picture.


MAP THE CONFLICT

Define the issues needed to chart common needs and concerns.


Design creative solutions together.

DEVELOPMENT OF OPTIONS


INTRODUCTION TO NEGOTIATION

Plan and apply effective strategies to reach agreement.


Help conflicting parties to move towards solutions.

INTRODUCTION TO MEDIATION


Value your differences.

BROADEN PERSPECTIVES


Learn how to develop these 12 conflict resolution skills with the Conflict Management Series,

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