Mediation and Conflict Resolution Techniques

1. Mediation and Conflict Resolution Techniques Presentation by Dr. Janet Cameron Hoult May 2007

2. Nature of Conflict • Conflict is a condition of opposition • People • Process • Problem • Dynamics of conflict – issues/relationships/emotion • Personal antagonism • Pattern of change in issues • Communication becomes less direct • An “eye for an eye” • Change of social organization – polarization • Levels of conflict – blips – clashes - crises

3. Forms of Conflict Resolution • Mediation – An informal dispute resolution process whereby a neutral person (mediator) facilitates the reaching of an agreement satisfactory to all parties. • Conciliation: The neutral person (mediator) talks to the parties independently. There is no meeting, but the goal is the same – reaching a mutually acceptable agreement. • Negotiation – Mutual discussion and arrangement of the terms of a transaction or agreement. • Arbitration – A quasi-formal resolution process whereby an arbitrator knowledgeable in the area issues a decision based on evidence presented. • Litigation – A formal legal process whereby a judge, and at times a jury, renders the decision after evidence is presented.

4. Self Assessment • Styles • Accommodating / Harmonizing (Teddy Bear) • Analyzing / Preserving /Avoiding (Turtle) • Achieving / Directing / Forcing (Shark or Bull) • Affiliating / Perfecting / Collaborating (Owl) • Compromising / “Sharing” (Fox)

5. Tips for Dealing with a Teddy Bear • Pace & Approach • First be friendly, then work on concern, task • Give encouragement • Data Needed • Show him/her how he/she fits in • Reassure him/her that he/she is liked • Process • Be willing to try for a compromise • Use a point scale • Miscellaneous • Allow them to save face • Provide opportunities for them to be spotlighted

6. Tips for Dealing with a Turtle • Pace and Approach • State issue, then give them time to think • You must approach them first • Data Needed • Provide details, using facts, policies, procedures • Get additional facts the person will trust • Process • Be calm, lower tension • Offer to help • Miscellaneous • Be prepared • Explain step by step, reduce risk of failure

7. Tips for Dealing with a Shark or Bull • Pace and Approach • Respond quickly • Let the person know you understand what they are trying to accomplish • Data Needed • Offer solutions, don’t bring new problems • State your purpose • Process • Speak clearly and firmly, be assertive • Use a point scale • Miscellaneous • Recognize their skills or competencies • Know that their greatest fear is to overwhelm and alienate the person he/she cares about

8. Tips for Dealing with an Owl or Fox • Pace and Approach • Approach and touch the person, first • Appeal to their ideals, principles, excellence, and sense of fairness • Data Needed • Offer concrete and specific assistance • Hear them out completely, they need to feel heard and understood • Process • Reassure them that you care and want to help • Be team-oriented, encourage mutual goal setting • Miscellaneous • Suggest some way the person can make things right

9. Responses to ConflictDivided by Conflict – Bound Together by Conflict Conflict Resolution in the Church • Developing Constructive Habits • Group Decision-Making • Creating a Cooperative Basis • Structuring Dialogue