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Conflict Resolution

Results of a fairly cursory exploration of pages from www.google.co.ukunder conflict resolution training online

Possible topics:

Conflict: styles, types

Communication: non-verbal, good/poor listening, paraphrasing, active

listening, open-ended questions, neutral language, "I" messages Mediation: definition, principals, rules, process, points of view, solutions,

agreements Further mediator development: bias awareness, cultural diversity, prejudice

reduction, power issues, assertiveness and practice of difficult mediations Prevention of conflict: agreeing groundrules before you start to work together

Managing and Resolving Conflict

(from http://hr2.hr.arizona.edu/06_jcl/jobdesc/groundrules.htm)

GROUND RULES FOR EFFECTIVE CONFLICT RESOLUTION

Though conflict is unavoidable and full of opportunities, resolving conflicts can be avery stressful and frustrating experience. Committing to and following thegroundrules below can help ensure that the conflict resolution process is as positive,fair, and equitable as possible.

1. Keep interactions respectful, even when feeling frustrated or hurt. Avoidingput-downs, name calling, interruptions, etc. helps prevent conflict escalation.

2. Maintain emotional control, even when feeling angry. Vent or redirectemotions to avoid yelling or other intimidating behavior. This helps provide asafe environment for resolving differences.

3. Keep interactions on "hot topics" within a structured process. Avoiding orminimizing spontaneous discussions on such issues helps preventunintended "blowups." Using a planned negotiation, mediation, or otherformalized process helps focus and balance communication about especiallydelicate issues.

4. Show a willingness to understand. If others feel understood andacknowledged, they are more likely to collaborate when problem solving. Thisrequires focusing on and empathizing with what is being communicated byothers rather just waiting for a turn to respond.

5. Communicate honestly and openly. Holding back on what the real concernsare will only delay or complicate the resolution of differences.

6. Be as objective as possible. Avoid speculation, rumors, and assumptions.Rely on personal observations and experiences or what can be independentlyverified through a credible witness or available documentation.

7. Express concerns in a constructive manner. Each party describing which ofhis/her needs are not being met is typically better received by others thanaccusations or demands for change.

http://www.google.co.uk/http://hr2.hr.arizona.edu/06_jcl/jobdesc/groundrules.htmhttp://www.google.co.uk/http://hr2.hr.arizona.edu/06_jcl/jobdesc/groundrules.htm

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8. Focus on future solutions rather than past blame. Emphasizing what needs tobe changed rather than who is at fault takes less time and energy andincreases the chances of successful change.

9. Look for solutions that meet everyone's needs. Using an approach that triesto find common ground or shared interests is the most effective way for eachperson to get his/her own needs met. An approach that disregards a person'sneeds is likely to cause resentment in that individual, which can lead to futureresistance or retaliation.

Exercises to train students on conflict resolution:

http://www.softpower.org/manual/

Conflict resolution resource for teachers and trainers, developed by UNICEFCanada. This website is not yet complete, but there are loads of exercises andgames in there that may be useful.

http://www.softpower.org/manual/http://www.softpower.org/manual/