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Conflict Mediation

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J. Turnage

on 4 August 2014

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Transcript of Conflict Mediation


Thank you for your attention!
Don't be afraid to call anther RA or talk things through with your Community Director
Take things slowly and remember the 7 E's of conflict mediation and to follow up. Additionally consider your style and the styles of your residents before seeking mediation
A Basic Framework
Role Plays
What is it?
Establishment of Rapport with involved parties

Examine the Dimensions of the Problem to Define the Problem
Empathize is to understand another's emotions and feeling...feel what they feel
What they feel cannot be negated, so seek to understand them
Ask as many questions as possible to each person to fully understand what they identify as the main problem(s)
Summarize the probelem(s) and get clarification from the person or everyone involved so that you have a good understanding of the situation
Explore Past Attempts to resolve conflict
Entertaintain New Approaches
Employ Action Plan
Follow Up
Mediation is a process for getting individuals to talk out loud to one another about their needs, desires, frustrations in a constructive manner to identify their differences with the help of a neutral third party and reach a mutually-agreed upon resolution.
Person's involved are meant to create their own solutions for their own problems,thus having more investment in the process.
Each side allowed to share their perspective to share their perspective and listen to other's perspective, dialogue, and brainstorm solutions
Listening of each party is key, so a helpful technique is asking individuals to summarize what they heard the other party say.
Your Role
Being that neutral party
Assisting the process by getting it started and facilitating questions that move in the direction of solutions
Suggesting ideas
Role-modeling effective communicationg and listening
Fostering the atmosphere that leads to resolution...not you making the resolutions.
Spend that extra time to listen and demonstrate care to establish that you are there to understand seek a better situation with them
Therapeutic technique called the magic question: "If you woke up tomorrow and everything was fixed, then what is it that changed?"
Allow them to vent and express feelings and emotions in an accepting, supportive, private, and non-judgmental setting (Pre-Mediation)
What things have you done to try and solve this before?
Have you ever been in a situation like this before? If so, then how did you manage to resolve it then or get through it?
If not, then what are some ideas of how you might find a solution for this conflict/problem?
Since this didn't work, maybe we can try this approach
Work collaboratively in creating 2-3 possible plans for addressing the conflict on their own
Okay, so tell me how we are going to solve this problem...
Let's get something down that we can work on
Get specific tasks that need to be pursued and accomplished and suggest that they write it down to hold themselves accountable and take ownership of their problem
Other things to keep in mind
Make sure to break issues down into smaller parts
Don't be afraid to take a break and come back to discussion
Try to identify and emphasize common interests
Don't be afraid to share your feelings on the matter but try and stick as much to them talking and getting them to communicate and find resolve
Be okay with silence
If you find yourself stuck go back to problem identification and summarizing the issues and discussing more alternatives
Offer to role-play with them what handling the conversationg witht heir roommate might be like
"It seems like this is a lot for you and you feel overwhelmed"
"From what you have told me I can see why you are feeling that way"
Developing ownership of their own problem and the confidence to resolve it whether it is on their own or speaking up for themselves in the mediation process
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