ABSTRACT
Conflict appears to be an inevitable part of everyday life. As more and more conflict is seen in the workplace or classroom, the acquisition of specific conflict resolution skills becomes increasingly essential. Without these skills, communication between individuals or groups can easily break down. To avoid this happening, new skills need to be acquired and extended so that peaceful resolution can occur within a no-blame culture, where individuals are encouraged to take responsibility for their own behaviours. The following skills are all vital components of this process: listening, empathy: the ability to see issues from someone else's point of view, self-calming techniques, clear and planned patterns of thinking rather than emotional outbursts, assertiveness and knowing how to make up. It is difficult to resolve any conflict if either, or all, individuals involved do not accept responsibility for their own roles in a given situation.
