PURPOSE

To provide you with problem solving and negotiation strategies. Conflict is a natural part of the human condition, and as such, resolving conflict requires negotiating and problem solving. You will benefit greatly from practicing both.

1. Define the components of effective negotiation and conflict

    resolution.
2. Identify ways that attitude and language can influence conflict     resolution strategies.
3. Identify how follow-up procedures can assist in improving

    future communications and avoid the similar conflicts from

    reoccurring.

INTRODUCTION
Conflict is a part of the human condition and is no different for people with or without disabilities. Conflict means that two people or groups of people disagree about a situation. All situations and settings can be a source of conflict. Whether the conflict is about which TV show to watch, who gets the last piece of chocolate, or whether or not to assign a particular person to the Supreme Court, conflict is a natural part of everyday life. It is not a matter of whether conflict exists, but how you handle conflict is important.

As a Support Broker, you will be in a position to facilitate change and growth; this, unfortunately, will sometimes occur only with an element of conflict. When you are at work in your employers' communities you will find that each individual and situation will be different. Therefore, it is important that you embrace the process of growth, accept conflict as a part of growth, and learn how to manage conflict.

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