Here are 12 skills to help you respond to conflict constructively, and turn it into an opportunity. To learn more about the fundamental principles of conflict resolution visit www.charteredaccountantsanz.com/cpe and find the Conflict Management Series in the Personal Effectiveness and Leadership section of the Chartered Accountants Continuing Professional Education Program.

1. Chartered Accountants Continuing
Professional Education Program
DO YOU HAVE THE SKILLS TO
MANAGE A CONFLICT SITUATION?
charteredaccountants.com.au/cpe
The 12 Conflict
Resolution Skills
Content provided by Tao de Haas, Director of CorporateXL and presenter of Conflict Management
Series on the Chartered Accountants Continuing Professional Education Program.

2. Solve problems as partners rather than opponents.
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3. charteredaccountants.com.au/cpe
Transform problems into creative opportunities.
CREATIVE
RESPONSE

4. Develop communication tools to build rapport.
EMPATHY
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5. Apply strategies to attack the problem not the person.
APPROPRIATE
ASSERTIVENESS
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6. Eliminate “power over” to build “power with” others.
CO-OPERATIVE
POWER
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7. charteredaccountants.com.au/cpe
MANAGE YOUR
EMOTIONS
Express fear, anger, hurt and frustration wisely to effect change.

8. charteredaccountants.com.au/cpe
WILLINGNESS
to
RESOLVE
Identify personal issues that cloud the picture.

9. charteredaccountants.com.au/cpe
MAP THE
CONFLICT
Define the issues needed to chart common
needs and concerns.

10. charteredaccountants.com.au/cpe
Design creative solutions together.
DEVELOPMENT
OF OPTIONS

11. charteredaccountants.com.au/cpe
INTRODUCTION
TO NEGOTIATION
Plan and apply effective strategies to reach agreement.

12. charteredaccountants.com.au/cpe
Help conflicting parties to move towards solutions.
INTRODUCTION
TO MEDIATION

13. charteredaccountants.com.au/cpe
Value your differences.
BROADEN
PERSPECTIVES

14. charteredaccountants.com.au/cpe
Learn how to develop these
12 conflict resolution skills with
the Conflict Management Series,
visit charteredaccountants.com.au/cpe
Chartered Accountants Australia and New Zealand is a trading name for the Institute of Chartered Accountants in Australia (ABN 50 084 642 571) and the
New Zealand Institute of Chartered Accountants – see charteredaccountantsanz.com for further information