1. Blueprint for Approaching Conflict
Third-party Roles
Tools

2. Catching Conflict Before it Escalates *
* Ury, W., (2000) The Third Side. New York: Penguin

3. The Motto of the Third Sider:
“Contain if necessary, resolve if possible, best of all prevent.”

4. The Roles for Third Siders*
Why Conflict Escalates Ways to Transform Conflict
PREVENT
Frustrated Needs The Provider
Poor Skills The Teacher
Weak Relationships The Bridge-Builder
RESOLVE
Conflicting Interests The Mediator
Disputed Rights The Arbiter
Unequal Power The Equalizer
Injured Relationships The Healer
CONTAIN
No Attention The Witness
No Limitation The Referee
No Protection The Peacekeeper
* Ury, W., (2000) The Third Side. New York: Penguin

5. Ombuds Program Services
Listening
Coaching
Shuttle Diplomacy
Mediation
Team Interventions

6. Assess-Diagnose-Intervene Model*
Assessing – Acquiring data
Use Awareness Wheel
Behavioral Descriptions vs. Judgments & Inferences
Personal awareness of situation
Diagnosing – Make sense of it
Assessment
Intervening – Do something
What am I going to do? … Or NOT
* Ron Short

7. Tools for Diagnosis Available through Ombuds Office
Organization Culture Assessment Instrument (OCAI)
Expectations/Experiences Assessment Instrument (Want/Get)
Myers-Briggs Type Indicator (MBTI)
Thomas-Kilmann Conflict Mode Inventory(TKI)
Fundamental Interpersonal Relations Orientation–Behavioral (FIRO-B)
Situational Perceptions-Observations Test (SPOT)

8. Organization Culture Assessment Instrument (OCAI)
Theorist: Robert Quinn
Use: Serves as a way to diagnose and initiate change in the organizational culture
Framework: Competing Values
Flexibility/ Discretion
Clan
Advocacy
Internal Focus
External Focus
Hierarchy
Market
Control/ Stability

9. Expectations/Experiences Assessment Instrument
Use: Provides a picture of expectations and experience within an organization or customer set.
Framework: Wants vs. Delivery on Wants
Want
Expectations
Unsatisfied
Expectations
Satisfied
Don’t Get
Get
Experiences not
Expected
No expectation;No Dissatisfaction
Don’t Want

10. Myers-Briggs Type Indicator (MBTI)
Theorist: Isabel Myers, Katherine Briggs, based Carl Jung’s theory
Use: Understand basic individual preferences in data collection, decision making, energy and orientation to the world. Useful in understanding and bridging differences and creating functional teams
Framework: Four dichotomy preferences
E-I N-S T-F J-P

11. Thomas-Kilmann Conflict Mode Inventory (TKI)
Theorist: Kenneth Thomas and Ralph Kilmann
Use: Identify which of five conflict-handling modes an individual uses and with what frequency; Provides awareness of choices to consciously steer conflict in constructive directions.
Framework: Assertiveness vs. Cooperativeness

12. Fundamental Interpersonal Relations Orientation–Behavioral
Theorist: William Schutz
Use: Explain how personal needs affect interpersonal relationships; Provide expanded understanding of your behavior and the behavior of others.
Framework: Expectation and expression of inclusion, control and affection
Expressed
behavior
Wanted eI wI
Inclusion eC wC
Control eA wA
Affection

13. Situational Perceptions-Observations Test (SPOT)
Theorist: Paul Mok
Use: Provides a look at a person’s type and the strength of one’s normal ethical values and what changes occur under stress
Framework:
Value Set
Favorable Conditions
Stress Conditions
Individualistic (I)
Sub-score
Sub-score
Rational (R)
Sub-score
Sub-score
Social (S)
Sub-score
Sub-score
Competitive (C)
Sub-score
Sub-score
Total
Total

14. Tools for Intervention
Interest-Based Negotiation Workshop
Values-Based Decision-Making Workshop
Customized Facilitated Trainings to maximize learning from and responding to the diagnostic information