Conflict Management and Mediation

1. Conflict Management and Mediation Nick Occhipinti Nickocch@gmail.com 4-14-14

2. Defined • Conflict Management: communication behavior a person employs based on his or her analysis of a conflict situation • Mediation: a neutral third party facilitates communication between the conflicting parties so that they may work out their own mutually acceptable agreement

3. Breaking down Conflict Management • Conflict management breaks down into two categories: • Assertiveness: the Quality of being self-assured ad confident without being aggressive • Cooperation: the process of working together to the same end

4. Styles of conflict management • Avoiding- Simply avoiding the issue, not helping the other party reach their goals and not assertively pursuing your own. • Accommodating- Cooperating to a high-degree; it may be at your own expense and can end up working against your own goals • Compromising- A “lose-lose” scenario where neither party achieves what they want. • Competing- Acting in a assertive way to achieve your goals without seeking to cooperate with the other party; it can be at the expense of the other party. • Collaborating-Both parties work toward a common goal.

5. Mediating • Step one: Defuse emotion to prepare for the real issue. • Step Two: Listen and accept the person’s perceived issue. • Step three: Get permission, then speak what’s on your mind. • Step Four: Solicit agreement on your issues and concerns. • Step Five: Work together toward resolution. • Step Six: Close and agree to let go.

6. “THE FOUR C’S” • Control emotion • Clarify concerns • Create alternatives • Choose and let go

7. Irrational situations • In most cases of irrational behavior there are rational underlying factors that promote this behavior • Anger Managment

8. Resolution of Irrational Behavior • Empower yourself legally • Ride out the storm • Learn from the experience • Support system • Self care • Practice non-reactivity • Turn the tide to your advantage • Debug yourself • Don’t take the bait • Cognitive restructuring or change your thinking

9. Conflict Questions 1. Out of the five conflict management styles, which one is considered the best option in most situations? • Avoiding • Compromise • Collaborate • Competing • Accommodating 2. What is the first step in conflict management? _________________.

10. References • Ashkenas, R. (2012, July 23). How to Make Sense Out of Irrational Behavior - Forbes. Retrieved April 13, 2014, from http://www.forbes.com/sites/ronashkenas/2012/07/23/how-to-make-sense-out-of-irrational-behavior/?&_suid=139743961414201998491450212896 • Hannig, P. J. (n.d.). How to Deal with Irrational Behavior & Distorted Thinking. Retrieved April 13, 2014, from http://www.nvo.com/psych_help/nss-folder/articles/1How%20to%20Deal%20with%20Irrational%20Behavior.htm • Meier , J. D. (2011, March 11). Five Conflict Management Styles at a Glance : Sources of Insight. Retrieved April 13, 2014, from http://sourcesofinsight.com/conflict-management-styles-at-a-glance/ • Truby, B. (n.d.). Conflict Management & Resolution. Retrieved April 13, 2014, from http://trubyachievements.com/article-conflict.html