Chartered Accountants Continuing Professional Education Program DO YOU HAVE THE SKILLS TO MANAGE A CONFLICT SITUATION? charteredaccountants.com.au/cpe The 12 Conflict Resolution Skills Content provided by Tao de Haas, Director of CorporateXL and presenter of Conflict Management Series on the Chartered Accountants Continuing Professional Education Program.
Here are 12 skills to help you respond to conflict constructively, and turn it into an opportunity. To learn more about the fundamental principles of conflict resolution visit www.charteredaccountantsanz.com/cpe and find the Conflict Management Series in the Personal Effectiveness and Leadership section of the Chartered Accountants Continuing Professional Education Program.
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Chartered Accountants Continuing Professional Education Program
DO YOU HAVE THE SKILLS TO MANAGE A CONFLICT SITUATION?
charteredaccountants.com.au/cpe
The 12 Conflict Resolution Skills
Content provided by Tao de Haas, Director of CorporateXL and presenter of Conflict Management Series on the Chartered Accountants Continuing Professional Education Program.
Solve problems as partners rather than opponents.
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Transform problems into creative opportunities.
CREATIVE RESPONSE
Develop communication tools to build rapport.
EMPATHY
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Apply strategies to attack the problem not the person.
APPROPRIATE ASSERTIVENESS
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Eliminate “power over” to build “power with” others.
CO-OPERATIVE
POWER
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MANAGE YOUR EMOTIONS
Express fear, anger, hurt and frustration wisely to effect change.
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WILLINGNESS to
RESOLVEIdentify personal issues that cloud the picture.
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MAP THE CONFLICT
Define the issues needed to chart common needs and concerns.
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Design creative solutions together.
DEVELOPMENT OF OPTIONS
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INTRODUCTION TO NEGOTIATION
Plan and apply effective strategies to reach agreement.
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Help conflicting parties to move towards solutions.
INTRODUCTION TO MEDIATION
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Value your differences.
BROADEN PERSPECTIVES
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Learn how to develop these 12 conflict resolution skills with the Conflict Management Series,
visit charteredaccountants.com.au/cpe
Chartered Accountants Australia and New Zealand is a trading name for the Institute of Chartered Accountants in Australia (ABN 50 084 642 571) and the New Zealand Institute of Chartered Accountants – see charteredaccountantsanz.com for further information