Conflict Resolution and Mediation

1. Conflict Resolution and Mediation Unit: Communication

2. Conflict Resolution and Mediation:Key Points • Conflict is a normal part of daily life. • * • Can learn methods to handle conflict in a * • Heath care workers need to develop the skills to handle many different situations before they escalate

3. Conflict Resolution and Mediation:Key Points • Conflict is common when there is a lack of * • Many problems can be avoided by active listening • Don’t judge the other person; try to understand the speaker’s experience, feelings, and point of view • Make sure the speaker really knows * • Pay attention and use eye contact if possible • Clarify anything you are not sure you understand by * • “What do you mean by…?” • “So, it sounds like you are saying…”

4. Conflict Resolution and Mediation:Mediation • Is a voluntary process that allows you the mediator to help disputants work to resolve their conflict • *– neutral third party • *– those who are in conflict • *– dispute between two or more people • Brings two people together in a safe and structured environment and helps them stay focused on finding a solution • Mediation is * • Both disputants must want to resolve the problem/conflict • Mediators cannot force the disputants to mediate a dispute • Mediators help the disputants realize it is in their best interest to resolve the dispute rather ignoring it

5. Conflict Resolution and Mediation:Mediation • * • You should never discuss with others what you hear in mediation • Questions or concerns should be discussed with the mediation coordinator only • * • When disputants have successfully resolved or worked out an agreement • The resolution is written down on an agreement form • The agreement form is * and kept on file with your mediation coordinator

6. Conflict Resolution and Mediation:Co-Mediation • Advantages of co-mediation • Different mediators can offer a broader array of * • Mediators can split responsibilities • Different mediators may use different * • Processing and feedback after the session helps mediators improve their skills • Disputants may relate to one or the other of the mediators

7. Conflict Resolution and Mediation:Co-Mediation • Disadvantages of co-mediation • Mediators may experience some degree of competition • One mediator may attempt to * • Role sharing can be awkward • Mediators may have different idea about procedures

8. Conflict Resolution and Mediation:Problem Solving (4-steps) • Set the ground rules (verbal and non-verbal) • * • No name calling • No put downs • * • Identify the problem or issue • Let each person say what happened • * • Use active listening and “I” statements • Avoid communication blockers

9. Conflict Resolution and Mediation:Problem Solving (4-steps) • Brainstorm for solutions • Let each person suggest ways to solve the problem • Listen to each other * • Be willing to compromise • Choose a solution and agree upon it • Consider all the options; evaluate the pros and cons • Decide on one option that everyone *

10. Conflict Resolution and Mediation:“I” Statements • Designed to express and take responsibility for * rather than blaming others • Tell the person, “I have a problem…” • Make non-threatening descriptions of the problem • Tell the person how you feel about the problem • Let * be the disciplining agent by asking two questions: • If you continue your behavior, will it make our relationship better or worse? • Do you want our relationship to get better or worse?