Establish genuine dialogue and discussion.

� Use clear and open verbal communicationto convey your views on the conflictsituation.

� Keep your focus on issues—not onpersonalities.

� Use positive/affirming body language.� Use active listening skills (e.g., clarifying,

reflecting, paraphrasing, summarizing).

Propose potential solutions.

� Use conflict-mapping techniquesto clarify your understanding.

� Use this “map” to identify areasof major and minor interest, andany potential differences.

� Explore and evaluate options forresolving areas of difference orfor achieving synergy.

Review the agreed-on solution. Review the resolution process. Progressively establish early-resolution systems.

� Determine whether the agreementreached between the parties has beensatisfactorily implemented.

� Evaluate how acceptable it is from theperspective of the other party.

� Evaluate the effectiveness of theagreement.

� Evaluate the collaborative, problem-solving conflict-resolution mode that was used.

� Consider the use of other conflict-resolutionmodes, if conflict hasn’t been completely resolved.

� Advocate conflict resolution as a healthyopportunity for learning and growth.

� Improve conflict resolution skills.

� Establish formal channels that allowsources of conflict to be heard andaddressed.

Move toward agreement.� Agree on the best option for genuine

resolution that satisfies the needs andconcerns of both parties.

� Decide whether the agreement reachedshould be verbal or written.

� Identify what is required for implementationof the agreement, and act on these things.

� Determine how the agreement will bemonitored.

Diagnose the conflict situation. Assess different conflict responses. Apply the best resolution mode. Prepare for collaborative discussions.

� Differentiate between thesymptoms and sources ofconflict.

� Categorize the type of conflictbeing experienced (i.e. hidden,manifest or displaced).

� Identify the stakeholdersinvolved in the conflict and the roles that they play(e.g., disputants, advisers,advocates, spectators).

� Understand the aggressive/submissive approach toconflict and associatedresponses (e.g., fighting,conceding, avoiding).

� Recognize the value of an alternative assertiveapproach, which provides for a balanced collaborativeresponse to conflict.

� Determine how easy or difficultit will be to resolve the conflict.

� Consider which of the following conflict modes should be used(i.e., collaborative, bargaining, mediation).

� Recognize that power,relationships, and legalobligations may require theuse of other modes.

� Research the Sender, Receiver,Message, Transmission(SRMT) communication theoryand determine how it will affectresolution of the conflict.

� Outline your understanding ofthe conflict situation (i.e., theissues, your interests, con-cerns, feelings, expectations).

� Use scripting to reflect what youwill say during discussions andhow you will say it.

Build rapport and respect between parties.

Conflict Resolution SkillsConflict is a natural and inevitable part of daily life. Our values, needs, interests, and resources are asdifferent as we are—and sometimes they clash. Conflict, however, is not always negative and destructive:If it is handled appropriately, it can contribute to organizational learning and personal growth, andactually improve working relationships and performance. The secret is to learn how to resolve conflictbefore it escalates. This One Page Coach® storyboard explains the steps and skills involved in conflictresolution in four stages: ANALYZE, DISCUSS, PROPOSE, and REVIEW.

� ��

� ��

� � �

� � �

��

�1. ANALYZE 2. DISCUSS 3. PROPOSE 4. REVIEW

Review the basisfor conflict.

Share information.

Provide options and proposals.

Review the qualityof a resolution.

R A R A R A R A

P D P D P D P D

ANALYZE

DISCUSS

PROPOSE

REVIEW

1.

Copyright 1998. Team Publications Pty Ltd. One Page Coach® materials must not be photocopied, changed, or copied in any other way.

2.

3.

4.

� Manage the emotional content of theconflict.

� Recognize the importance of empathy to conflict resolution, and use techniquessuch as role play and case studies.

� Practice dealing with communication-blocking behavior, such as denial,projection, diversion, fixation, andwithdrawal.

Conflict Resolution: Template

Copyright © 2002, Team Publications Pty Ltd.

Decide:Common outcomesPoints of agreement

Need for futurereview

HOW? Define:Terms

Overall aimsGround rules

HOW?

Describe:Propositions

OffersPotential outcomes

HOW? Develop:Ideas

OptionsPossibilities

HOW?

Disclose:Negotiating room

Realistic compromisesAreas of agreement

HOW?

Determine:Boundaries

Basis for negotiation Specific goals

HOW?

Conflict Resolution MatrixMAJOR ISSUES FOR ME MAJOR ISSUES FOR OTHER PARTY

MINOR ISSUES FOR ME MINOR ISSUES FOR OTHER PARTY

AREAS OF SYNERGY/DIFFERENCE