Interpersonal Skills

Question 1

Skills required to work effectively with groups and individuals

Answer 1

Conflict resolution, Negotiation, Mediation, Leadership

Question 2

What is conflict resolution

Answer 2

Conflict is an opportunity for individuals to examine their own goals and help them understand the things that are most important in life. Effective conflict resolution involves using skills such as empathy, managing emotions, assertiveness, mediation and negotiation to reduce tension and stress.

Question 3

Steps in conflict resolution

Answer 3

1. Identify the source of the conflict - what is the problem?
2. Look beyond the incident - what emotions exist that are contributing to this conflict?
3. Brainstorm solutions - what possible courses of action are there?
4. Choose a solution that solves the conflict for both of you.
5. Plan for the future - how can you stop this conflict coming back in the future?

Question 4

What is a mediator and what does mediation do

Answer 4

The role of a mediator is to facilitate communication between two parties with conflicting interests by assisting them to focus on the real issues of the dispute and generate options that meet the interests or needs of all relevant parties in an effort to resolve the conflict. A negotiation to resolve differences that is conduct by some impartial party. The act of intervening for the purpose of bringing about settlement. The goal is for the disputing parties to resolve the conflict themselves with the support of the mediator.

Question 5

A mediator should:

Answer 5

Meet with and listen to all parties involved in the conflict, Consult all relevant parties for their ideas to resolve the conflict, Propose ideas and solutions to each party in order to facilitate the resolution of the conflict.

Question 6

Skills for effective mediation

Answer 6

1. Maintain a positive attitude
2. Refocus the negative
3. Create a common enemy

Question 7

Negotiation

Answer 7

The process of achieving agreement through discussion, used to resolve disputes. Negotiators bargain for individual or collective advantage. When people have restored their relationship following a conflict, using forgiveness and shared understanding, they may have matters that still need to be sorted out or agreed upon. These issues should not be ignored as negotiation can be used to come to agreement in a safe, cooperative way.

Question 8

Stages of negotiation

Answer 8

Preparation - prepare for the discussion by writing out all the facts, your opinion and what is important to you.

Discussion - meet with the opposing party and put forward your side of the story. Listen while the other party puts forward their point of view.

Clarification of goals - What is the goal of this discussion? What is the main priority of this negotiation?

Negotiate outcome - discuss options, possible outcomes and compromises that could solve the conflict.

Agreement - plan for what will happen in the future. Together select an acceptable solution to move forward.

Implementation - Give it a go. Put the newly agreed plan into action and then review to ensure it works.
The process of achieving agreement through discussion, used to resolve disputes.