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Chartered Accountants Continuing Professional Education Program DO YOU HAVE THE SKILLS TO MANAGE A CONFLICT SITUATION? charteredaccountants.com.au/cpe 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.

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Here are 12 skills to help you respond to conflict constructively, and turn it into an opportunity. To learn more about the fundamental principles of conflict resolution visit www.charteredaccountantsanz.com/cpe and find the Conflict Management Series in the Personal Effectiveness and Leadership section of the Chartered Accountants Continuing Professional Education Program.

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Page 1: 12 Conflict Resolution Skills

Chartered Accountants Continuing Professional Education Program

DO YOU HAVE THE SKILLS TO MANAGE A CONFLICT SITUATION?

charteredaccountants.com.au/cpe

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.

Page 2: 12 Conflict Resolution Skills

Solve problems as partners rather than opponents.

charteredaccountants.com.au/cpe

Page 3: 12 Conflict Resolution Skills

charteredaccountants.com.au/cpe

Transform problems into creative opportunities.

CREATIVE RESPONSE

Page 4: 12 Conflict Resolution Skills

Develop communication tools to build rapport.

EMPATHY

charteredaccountants.com.au/cpe

Page 5: 12 Conflict Resolution Skills

Apply strategies to attack the problem not the person.

APPROPRIATE ASSERTIVENESS

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Page 6: 12 Conflict Resolution Skills

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

CO-OPERATIVE

POWER

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Page 7: 12 Conflict Resolution Skills

charteredaccountants.com.au/cpe

MANAGE YOUR EMOTIONS

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

Page 8: 12 Conflict Resolution Skills

charteredaccountants.com.au/cpe

WILLINGNESS to

RESOLVEIdentify personal issues that cloud the picture.

Page 9: 12 Conflict Resolution Skills

charteredaccountants.com.au/cpe

MAP THE CONFLICT

Define the issues needed to chart common needs and concerns.

Page 10: 12 Conflict Resolution Skills

charteredaccountants.com.au/cpe

Design creative solutions together.

DEVELOPMENT OF OPTIONS

Page 11: 12 Conflict Resolution Skills

charteredaccountants.com.au/cpe

INTRODUCTION TO NEGOTIATION

Plan and apply effective strategies to reach agreement.

Page 12: 12 Conflict Resolution Skills

charteredaccountants.com.au/cpe

Help conflicting parties to move towards solutions.

INTRODUCTION TO MEDIATION

Page 13: 12 Conflict Resolution Skills

charteredaccountants.com.au/cpe

Value your differences.

BROADEN PERSPECTIVES

Page 14: 12 Conflict Resolution Skills

charteredaccountants.com.au/cpe

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

visit charteredaccountants.com.au/cpe

Chartered Accountants Australia and New Zealand is a trading name for the Institute of Chartered Accountants in Australia (ABN 50 084 642 571) and the New Zealand Institute of Chartered Accountants – see charteredaccountantsanz.com for further information

http://www.charteredaccountants.com.au/cpe

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