An individual helping with conflict resolution by standing between two angry individuals

3.3 Identify skills and approaches needed for resolving conflicts

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It is extremely important to remain calm during conflict resolution and listen intently to the feelings and views of everyone involved so that you can empathise with them and work towards a compromise that suits everybody.

You should ensure that you keep your feelings and emotions separate from the facts of the disagreement. You should be able to express your views calmly and succinctly and be assertive without coming across as aggressive. One technique is to:

  1. Describe the situation
  2. Express your views on the situation
  3. Explain what you think needs to be done

Communication is a key component of resolving conflicts and as well as making sure that you are understood, you should also make every effort to understand the viewpoints of your points. You can do this by using active listening.

Sometimes there will be no resolution that will satisfy everybody so it is essential that you use negotiation skills to reach a compromise.

When a compromise cannot be reached, mediation from a third party may be needed.

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