Chapter 12: Essential skills for problem solving
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Being an effective problem solver requires an appropriate frame in relation to the people, process and problem dimensions of a conflict or dispute, and an ability to choose an appropriate yet flexible strategy to address it, supported by appropriate tactics and ethical behaviours. It also requires a certain skill set that can accommodate whatever strategy the problem solver decides to employ. Of all the people, process and problem related skills required for solving problems effectively, the people or relational skills are the most crucial, but are sometimes also the most difficult to master and manage in practice. This is the focus of this chapter, which pays particular attention to the importance of asking questions, active listening, and non-verbal communication.

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