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Conflict Intervention

Description:

This course is valuable for anyone who must intervene when others are in a conflict. It addresses how to assess the climate of a conflict and understand the issues. There are methods to gather information, neutralize the situation, clarify points of view, and define the conflict. There are also techniques for brokering a win/win situation, gaining commitment from all parties, and following through for complete resolution.

Strategy 1: ASSESS the Climate
Tip: Understand the issues.

Determine the root cause of conflict.
Identify all parties involved.

Tip: Determine your role.

Clarify your relationship.
Determine if you are the best

Competencies

Assess the climate.
- Understand the issues.
- Determine his role in resolving the conflict.
- Measure costs and rewards.
Set the stage.
- Neutralize the situation.
- Gather information.
- Define the conflict clearly.
Broker a resolution.
- Promote a win/win scenario.
- Obtain a commitment.
Follow up on the resolution.
Encourage mutual respect.
End on a positive note.

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