Conflict Resolution and MediationUnit: Communication

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

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…”

Conflict Resolution and Mediation:Mediation

1. 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

2. Brings two people together in a safe and structured environment and helps them stay focused on finding a solution

3. 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

Conflict Resolution and Mediation:Mediation

4. *• You should never discuss with others what you hear in

mediation• Questions or concerns should be discussed with the

mediation coordinator only

5. *• 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

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

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

Conflict Resolution and Mediation:Problem Solving (4-steps)

1. Set the ground rules (verbal and non-verbal)• *• No name calling• No put downs• *

2. Identify the problem or issue• Let each person say what happened• *• Use active listening and “I” statements• Avoid communication blockers

Conflict Resolution and Mediation:Problem Solving (4-steps)

3. Brainstorm for solutions• Let each person suggest ways to solve

the problem• Listen to each other *• Be willing to compromise

4. Choose a solution and agree upon it• Consider all the options; evaluate the

pros and cons• Decide on one option that everyone *

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:

1. If you continue your behavior, will it make our relationship better or worse?

2. Do you want our relationship to get better or worse?