1. Conflict Resolution – 12 Skills
Materials based on Conflict Resolution Network used with permission
2 – The Win/Win Approach
For a 1-hour session we are covering chapter 1, abbreviated B-D, skipping stimulus activity A
Conflict Resolution – 12 Skills

2. Conflict
What are some of the specific ways we behave in conflict situations?
Are some of those behaviors more effective in dealing with conflict then others? In what ways?
Why do we behave the way we do in conflict?
1.2

3. Model for understanding conflict
Are you familiar with ‘Fight’ or ‘Flight’?
1.3

4. Fight… …I win – you lose aggressive Examples of behaviors:
Examples of messages:
…I win – you lose
1.3
aggressive

5. Flight… …I lose – you win passive Examples of behaviors:
Examples of messages:
…I lose – you win
1.4
passive

6. Flow?! …I win – you win assertive Examples of behaviors:
Examples of messages:
…I win – you win
1.5
assertive

7. Behaviors in conflict
handout
1.6
Handout ‘behaviors in conflict’

8. What about people? Fight Flight I win – you lose Aggressive
Hard on people & hard on the issue
Flight
I lose – you win
Passive
Hard / soft on people & hard on the issue
1.7

9. Review handout ‘Fight, Flight, Flow’
What about people?
Flow
I win – You win
Assertive
Soft on people / hard on the issue
Review handout ‘Fight, Flight, Flow’
1.7

10. Principles of win/win
Is it all about compromise?
1.7

11. Principles of win/win
Needs first
Solutions later
1.8

12. Compromise… Is it the same as win/win? Why do we so often compromise?
What are some advantages of compromise?
1.8

13. Win/Win… What is different in the win/win approach?
Why should we use win/win – what are the advantages?
1.9

14. Win/win would be great but…
Sometimes it just does not seem possible
Group discussion
Handout
Share your thoughts!
Skip 1.10
1.11
Handout ‘ key features of the win/win approach’

15. Win/win key points Flexibility
Options
Choices
It’s the approach, not necessarily the solution!
Are different solutions looked at?
Have all needs been considered?
Were all parties involved in finding a solution?
1.12

16. Conflict resolution – 12 skills
What’s happening in the next session?
Conflict resolution – 12 skills

17. 12 skills – 12 classes Win/win approach Creative response Empathy
DISC exercise
Active listening skills
Assertiveness
Co-operative power
Managing emotions
Willingness to resolve
Mapping the conflict
Designing options

18. Ah conflict!
What an opportunity!