Course: 8SBSTR502 Facilit: x,..,

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EISBCMM511 Communicate with influence
6. Discuss three effective conflict resolution techniques. Response should include at least three of the following: • Staying Neutral: there are always two sides to every story, so before you try to resolve a problem, ensure you have examined the roots of the conflict objectively and thoroughly, • Acknowledging the Problem: even if you consider that it is a minor or even a petty issue, it can still be a significant issue for someone. Focus On the Problem, Not the People: as the conflict resolution facilitator, it’s crucial that you and the parties look beyond difficult or disagreeable personalities and focus on the problem at hand. Seek Common Ground: encourage parties to identify areas of agreement and use those as a basis for creating an acceptable compromise solution. Be patient: give everyone the time to tell his or her side of the story.
7. Discuss key steps to be followed to identify and resolve workplace problems. Response should broadly cover the following. • Identify the issues: be clear about what the problem is and remember that remember that different people might have different views of what the issues are.
• Understand everyone’s interests: the best solution is the one that satisfies everyone’s interests.
• List the possible solutions (options). • Evaluate the options. • Select an option or options. Document the agreement(s). • Agree on contingencies, monitoring, and evaluation.
8. Outline three effective communication techniques for de-escalation of a difficult situation. Response should broadly cover the following: • Communicate with warmth and empathy. • Use a calm voice. • Let the person speak, do not interrupts.