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Conflict Resolution & Mediation

Presentation Overview

Conflict Mediation: The Process & Key Points

Preventing Conflict Using the Roommate Agreement

Reviewing the 7 Steps of the Conflict Mediation Process

Questions/Wrap-up

What is conflict?

Conflict is the word used to describe a disagreement, typically between two or more people, caused by real or perceived differences of opinion, approach, or values.

What are some examples of conflicts you've had or witnessed?

Active Listening

Effective Communication

Conflict & Communication

Be empathetic

Be mindful of your language (verbal and non-verbal)

Use 'I' statements

Mindfully contribute to the conversation

Actively listen

Active listening is the art of listening with your whole body. Your goal is to acknowledge and affirm what the speaker is saying, both verbally and non-verbally.

Make eye contact

Face the speak

Lean in

Keep an open body posture

Mirror the speaker's body language

Mind the speaker's and your facial expressions

Use reframing techniques ("What I hear you saying is...")

Communication involves the exchange of information, and can occur through a variety of media

Verbal Communication vs. Non-verbal Communication

Most conflict is the result of mis-communication, or the unsuccessful exchange of information

Conflict Resolution

Conflict Resolution vs. Mediation: Both are critical to your success as an RA

http://www.creducation.org/resources/conflict_management/conflict_styles.html

Which is your style of conflict resolution?

Step 5: Brainstorm Solutions

Step 1: Agreement to Participate

Take the information collected in step 4 and facilitate a conversation about options that allow both participants' needs to be met realistically.

It is important to check for understanding early and often during this portion of the process so that clear options can be created.

It is not your role to come up with solutions for the participants.

Engage all involved parties in a one-on-one conversation prior to the mediation

Both parties must be willing to participate in the mediation

Sometimes only one person will be willing to participate in the mediation. This will not a mediation make!

Step 2: Opening Statement

Step 6: Evaluate All Options for Solutions

Providing your opening statement as the mediator is critical to the success of the mediation process

This should include: statement of confidentiality and impartiality, ground rules, review of roles, overview of process/goal(s)

Location is also very important - Select a comfortable location that is private and an area neutral to both parties (i.e. a lounge with a door, a classroom, an office)

Review solutions created in step 5

Ask participants to reflect on which one(s) they prefer

Ensure that solutions reflect both parties' needs/interests, as well as the needs/interests of your community

The Conflict Mediation Process

Step 3: Storytelling/View Gathering

Step 7: Creation of the Mediation Agreement

Allow each party involved the opportunity to provide their own version of the issues at hand

Reframe statements once the first participant has concluded speaking, in order to ensure understanding

Repeat for each additional participant

Ensure participants are speaking directly to each other and not through you, the mediator

Utilize the establish roommate agreement and make adjustments/additions reflective of the agreed upon solutions.

Have all parties sign the updated agreement and provide copies for their records.

In some cases, you will need to enlist the assistance of your supervisor to draft an additional agreement for both parties to sign.

Step 4: Identify Needs/Interests

Enlisting Assistance from Someone Else

You should be in constant communication with your supervisor prior to and after facilitating the mediation

There will be instances in which your supervisor (or another RA) will need to be present for the mediation, and/or facilitate the mediation on your behalf

Whenever the mediation does not succeed in meeting the desired ends, your supervisor will ALWAYS step in.

Allow each participant the opportunity to state what they would like to achieve by participating in the mediation

Record this information along with your other notes from the mediation

Ensure their stated needs/interests are reflective of the issues described in step 3

If they are not, reframe what you've understood the issues to be and ask for clarification on the connection

A Good Conflict Mediator...

Doesn't show favorites

Remains impartial

Is a good listener

Is empathetic

Can help each party see the other's side

Can taken in all the facts and discern key issues/feelings

A Conflict Mediator Is Not...

A disciplinarian

A judge

An advice giver

A gossip

A therapist

Dishonest

Let's Practice!

Get into groups of four: One person will play the RA, two will play the residents, and the fourth person will play the observer

Observer: it is your job to keep an eye on areas of strength and opportunity in mediation for the person playing the RA role, and the varying conflict resolution styles demonstrated by those playing the resident roles.

Preventing Conflict Using the Roommate Agreement

Challenge your residents to think through all aspects of the agreement completely and honestly

Challenge your residents to reflect upon and discuss their personal "triggers" and ways of managing both conflict and stress

Provide your residents with effective communication and stress management techniques both during the roommate agreement meeting and throughout the semester

Questions?

Resources:

IREX Conflict Resolution and Peer Mediation Tool Kit, http://irex.org/resource/conflict-prevention-and-peer-mediation-toolkit

Thomas-Kilmann Conflict Resolution Styles, http://www.creducation.org/resources/conflict_management/conflict_styles.html

Conflict and Mediation for RA Training Fall '13 by Sara Schilling, http://prezi.com/lfx7pxuinzyg/conflict-and-mediation-for-ra-training-fall-13/

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