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Text File  |  1995-09-12  |  678b  |  29 lines
  1.       1. Viewing conflict differently
  2.  
  3.           ò Introducing conflict
  4.           ò Conflict clues
  5.           ò Choosing your approach
  6.           ò The win/win approach
  7.  
  8.       2. The creative response
  9.  
  10.           ò React or respond
  11.           ò Accept and learn
  12.           ò Transform conflict into opportunity
  13.  
  14.       3. Communicating effectively
  15.  
  16.           ò Building rapport
  17.           ò Active listening 
  18.           ò Appropriate assertiveness
  19.  
  20.       4. Mapping the conflict
  21.  
  22.           ò The mapping process
  23.           ò Designing options
  24.           ò Choosing options
  25.  
  26.       5. Putting it all together
  27.  
  28.           ò Summary
  29.           ò Building your skills