Communication and Conflict



Listening, Summarising and Questioning The Simple, Effective Skills of Conflict Resolution

This e-booklet draws together converstaions on the webpages from the Communication and Conflict website which describe the effective communication and conflict resolution skills of Listening, Summarising and Questioning. Learn more about the skills formed by the Principles of Effective Communication and Conflict resolution.

The use of these skills in a continuous but informal cycle provide a simple structure to guide both conflict resolution practitioners and any individuals wanting to help others resolve a dispute or other difficult situation.

The cycle of Listening – Summarising - Questioning supports creativity and reflection in the speaker, enabling them to form their own resolution without the need for others to impose one or to 'rescue' them by continuing to suggest and advise and express opinions about 'what they should do'.

If you or your business need to effectively resolve conflict, this ebook is for YOU!

About the Author

Alan Sharland is Director of CAOS Conflict Management and has been a mediator and trainer in conflict management skills for 21 years. He established the UK's first publicly available conflict coaching service in 2008 while Director of a community mediation service in West London. Alan has recently established online support for resolution of bullying allegations in the workplace via a collaboration with practitioners in the USA. He provides conflict coaching support (via Skype, FaceTime etc.) for managers and HR practitioners experiencing difficulties managing conflict between staff in the workplace. Alan has a website relating to effective communication and conflict resolution at

Communication and Conflict

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