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1. Look inwards

• Identify your own personality style in a conflict situation
• Ostrich - sweeps everything under the carpet but fumes later
• Sheep - just baas and says yes
• Owl - tries to resolve conflict cooperatively

2. Identify other's style

• Work out how the other is behaving
• Consider appropriate ways of responding
• Ostrich - ask questions, probe
• Lion - avoid arguing back, show empathy
• Sheep - encourage to articulate issues
• Beware of slippery sharks!

3. Use communication skills

• Rapport building - eye contact, nodding, 'we' and 'us' words
• Listening - regularly summarise what has been said
• Display flexibility - offer creative suggestions, avoid rigidity

4. Use reflective questions

• Throw to the other person for ideas
• Use open questions
• Ensures active involvement
• Encourages ownership

5. Use positive reinforcement

• Praise, reward the other - eg. displays flexibility, has good idea

6. Use a logical approach

• Achieve clarity on differences between you
• Choose an appropriate approach - eg. stepped agreements
• Consider need for more information
• Consider whether others can assist

• Managers
• All staff

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