Conflict Resolution and MediationUnit: Communication

Conflict Resolution and Mediation:Key Points

• Conflict is a normal part of daily life.• Cannot avoid conflict• Can learn methods in order to handle conflict in a

constructive manner

• 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 good communication• 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 you are listening• Pay attention and use eye contact if possible• Clarify anything you are not sure you understand by

restating what you heard• “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• Mediatory – neutral third party• Disputants – those who are in conflict• 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 voluntary• 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. Confidentiality• You should never discuss with others what you hear in

mediation• Questions or concerns should be discussed with the

mediation coordinator only

5. Resolution• When disputants have successfully resolved or worked

out an agreement• The resolution is written down on an agreement form• The agreement form is signed by all parties 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 insight and understanding• Mediators can split responsibilities• Different mediators may use different

skills and techniques• 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 dominate the process• 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 interrupting• No name calling• No put downs• Tell the truth

2. Identify the problem or issue• Let each person say what happened• Focus on the problem• 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 without judging• 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

can agree on

Conflict Resolution and Mediation:“I” Statements

• Designed to express and take responsibility for your feelings 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 reality 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?