How to become a good mediator?

1. How to become a good mediator? Presented by Winnie Hung

2. Conflict happened before?? What did you do? • A ) None of your business and don’t want to take sides (run away? ) • B) Get involved and take the side you preferred • C) Take actions to get things back on track

3. How to become a good mediator?Conflict solutions skills for supervisor • Getting involved or trying to help others resolve conflict is tricky business • Good News: Almost everyone can learn or develop the necessary skills for effective conflict management.

4. Conflict resolution 4 training skills • Listening • Questioning • Communicating non-verbally • Mediating strategies

5. What you usually do when you are listening to the people?? • Look at your fingers? • Look around?? • Day-dreaming?? • What else???

6. Conflict resolution for Supervisor4 training skills – Part 1 • Power Listening Skills Conflicts don’t get resolved until both parties feel they have been listened to and have reached the point where they can listen to each other • Active Listening: • Paying strict attention to ALL speakers • Asking appropriate questions for clarity and for double-checking understanding • Maintain eye contact • Restate / rephrase what you hear

7. Conflict resolution for Supervisor4 training skills – part 2 • Questioning Skills Good questions can help a supervisor or any other mediating third party, as well as the disputants themselves, to begin to understand what’s really happening, what’s at the root of the problem • Avoid asking loaded or leading question • Questions which are biased or hint at only one correct answer will feel like manipulation • Ask open-ended question • Questions which require only a Yes-No or single-word answer don’t move the problem solving process forward

8. Conflict resolution for Supervisor4 training skills – Part 2 • Example of Effective Open-Ended Questions • How do you fee about ______ ? • Why? • What do you mean? • What if _____ ? • Explain more about ____ ? • How would you change things? • What do you want to happen? • What’s causing the problem? • Can you elaborate on _____ ? • What is the best case scenario? • Tell me more about _____ ?

9. Conflict resolution for Supervisor4 training skills – Part 3 • Non verbal communication skills Actions speak louder than words Body Talk - Example - Sitting squarely in open position - Affirming gestures, such as nodding head Non-verbal indicators - Crossed arms - Wiggling Feet - Turning away

10. Conflict resolution for Supervisor4 training skills – Part 4 • Mediations Skills • Try to assist your teams find win-win solutions to conflict situations which disturb the workplace is different than being a fixer or an enforcer Process for conflict resolution Improve your chances of successfully mediating a conflict situation involving subordinates or other employees.

11. Conflict resolution for Supervisor4 training skills – Part 4 • Mediator Strategies • 1) Establish a positive tone - Comfortable location to discuss problem 2) Attempt to mediate only if both parties agree 3) Encourage the parties to talk about how they feel and what they did 4) Ask each disputant to identify what he/she is willing to do or contribute to resolve the conflict 5) Pick the best solution which is mutually agreeable 6) Follow-up

12. References • Ramsey, Robert (1996). Conflict resolution skills for supervisor. Business And Economics-Labor And Industrial Relations 57(8) 9