1. MEDIATION TRAINING

2. How I Deal With Conflict
3 Words - Feel
1 Thing - Gain
“FIRST NAME”
How You Want People To Treat You
How You Are Willing To Treat Others
How I Deal With Conflict

3. EGGSPEKTAYSHUNS
Training Skills
Knowledge To Support
Ideas

4. NORMS Honor House Keeping Respect & Dignity Kindness
Interested & Engaged
Positive Intentions
Be Open
Confidentiality

5. DEALING WITH CONFLICT Disagreement Win / Lose Misunderstanding
Problem Solve
Confrontation
Avoid

6. FIGHT
Violence
FLIGHT
Walk Away
FLOW
Problem Solve

7. No Resolution / Lose Respect
FIGHT +
Release of Anger -
Injury / Violence
FLIGHT +
Time To Think / Cool Off -
No Resolution / Lose Respect
FLOW +
All Sides Heard -
False Resolution

8. THE CONFLICT WALL Who did what to whom and what happened?
Mary took Susie’s stuff without asking and Susie hit Mary.
1 example per category

9. CONFLICT CATEGORIES Data or Information (rumors/gossip)
Structure or Process (rules)
Interests, Wants, Needs (basketball /job)
Relationships (boyfriend/girlfriend)
Values (culture, religion, politics, respect)

10. A Mediator Is... A Mediator Is Not... Listener Neutral Trustworthy
Judge
Know It All
Opinionated

11. STAGES OF MEDIATION SETTING THE STAGE - Introduction - Rules
- Storytelling
- Needs
- Solution
- Agreement
-Closure
POST MEDIATION

12. STAGE 1
(Intense Emotions)
Goal
Mediators
Introduction
Familiar?
Confidentiality
STAGE 2
(Building Rapport and Trust)
Goal
Rules
Alternate
Check for Understanding
Who Goes First

13. LISTENING GOOD POOR Eye Contact Questioning Interrupting
Wandering Eyes

14. STAGE 3 Goal Listen Restate X Crosstalk Alternate Clarifying Questions
Anything new to add?
Summarize

15. M F M F
CROSSTALK

16. SUMMARY STAGE 3 Defines Problem Separate “fact” from “supposition”
(I know vs. I Think)
Understand Feelings

17. Excitements
Hopes & Wishes
New Information
Complaints With Suggestions For Change
Puzzles
Appreciations

18. FEELINGS

19. R
Restate – So what I hear you saying… Encourage – Tell me more about… Summarize – So what I heard you say was… Questioning – How, who, what, when, where NEVER use Why E S Q

20. NEUTRALITY
RIGHT
WRONG

21. GOOD AGREEMENTS
FAIR = BALANCED SPECIFIC $ Who, What, Where, When, How REALISTIC “Doable”

22. E R T L

23. LOOK FOR GOOD SOLUTIONS SO PEOPLE GET WHAT THEY NEED

24. When I get really mad I… When someone gets mad at me I… When someone near me gets mad I…

25. ANGER
FEELINGS WORDS ACTIONS