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 Conflict Divided by Conflict – Bound Together by Conflict Conflict Resolution in the Church Developing Constructive Habits Group Decision-Making Creating a Cooperative Basis Structuring Dialogue