Conflict Management and Resolution Course

Think before you act 

Give yourself time 

Breathe 

Ask yourself what you can and can't control 

Relaxation techniques 

Look for something positive 

Change your perspective, pretend you are an observer 

We can control our ability to respond to certain situations by controlling our thoughts, physical reactions and emotional state 

E + R = O 

Event + your Reaction = Outcome 

Active listening and emotional intelligence: Enables you to take both verbal and non-verbal cues to understand the other party's point of view and the 'why' behind their position 

Calm and clear communication: Enables you to explain your point of view in a succinct manner and leave emotions out of the conversation, reducing the risk of escalating the conflict 

Limited ego: Enables you to apologise for miscommunication and admit your mistakes 

Eye contact and body language: Builds trust between parties 

Actual meaning of words – What is said (7%) 

Tone of voice – Emphasis, pace, volume (38%) 

Body language / non-verbal – Gestures, facial expressions (55%) 

Start with a closed question and then follow with an open question 

Did you speak to her? YES — What did she say? 

Are you happy with that? NO — Why not? 

Have I got this correct? NO — What’s wrong? 

Attention – Take a pause from anything else you are doing 

Concentration – Listen carefully to the feelings behind the words 

Total – Ask for clarification if you don't understand 

Interested – Show interest in what they are saying 

Valuing – Give them the time they need and don't rush 

Empathetic – Put your own feelings on hold, they need someone to listen not give advice 

Style – Consider your communication style and adapt to the other person to influence more effectively 

Trust – Be honest and try to build trust 

Relationship – Remember the way you deal with a conflict can affect the long-term relationship 

Alignment of Interests – Find commonalities and shared goals to achieve a win-win outcome 

Time – Allow appropriate time to discuss the problem fully 

Expectations – Manage expectations, the purpose of the discussion, what is possible, what is not 

Generate Options – Be creative, work cooperatively and think outside the box to find a solution that works for both sides 

You can negotiate anything! 

Think positive, there's no situation that can't be discussed to some level 

Describe the situation 

Express your feelings or the impact 

Specify the outcome you'd like 

Conclude by describing the consequences 

D – John when you raise your voice to me ... 

E – I find it disrespectful and I don't want to listen to you. 

S – I need you to tell me clearly and calmly what you need ... 

C – ... so we can sort this out together 

1. Understand the root of the problem 

2. Establish a constructive dialogue 

3. Finding points of agreement 

4. Define a procedure 

5. Monitor and adjust as necessary