SKILL SET FOR EFFECTIVELY MANAGING CONFLICT



Skill Set for effectively managing conflict

Individuals who are highly effective at using the following skills are very likely to manage conflicts in constructive ways that yield positive results. Review the list of skills below and check the box next to the skills that you think you use effectively on a regular basis.

❑ Identify your goal(s) in the conflict situation

❑ Analyze the sources of the conflict

❑ Choose strategic, instead of reactive, responses to conflict

❑ Reduce factors that escalate conflict

❑ Use effective body language

❑ Use effective listening skills

❑ Adjust to cultural differences in body language and communication

❑ Use effective communication skills such as “I” statements, reframing, summarization, non-inflammatory language, and offering choices

❑ Acknowledge another’s perspective even if contrary to your own perspective

❑ Identify your feelings

❑ Acknowledge others’ feelings (empathy)

❑ Identify healthy ways to “tame” feelings

❑ Express feelings appropriately to others

❑ Identify interests that underlie positions

❑ Identify presenting and underlying issues in the conflict

❑ Develop multiple options for resolution of the conflict

❑ Evaluate the positive and negative consequences of multiple options

❑ Try to develop win-win solutions that meet multiple interests

Now review the list of skills that you did not check. Improving the skills that you did not check should result in improvement of your ability to effectively manage conflict situations. The pages that follow provide information and exercise to assist you in enhancing your conflict management skill set. The best way to improve your conflict management skill set – like any other skill set – is to practice, practice, and practice.

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