1. INFORMAL RESOLUTION SYSTEM

2. OVERVIEW IRS concept IRS key elements
Demonstrate working knowledge of IRS

3. Definition of Terms
Behavior
Roles
Resolution Options

4. Behavior
Acceptable
Inappropriate
Always Unacceptable

5. Roles Identified
Recipient
Offending Person
Other Person
Supervisor

6. Resolution Options Direct Approach Third Party
Training Information Resource

7. IRS Process What exactly happened? What was the impact?
Apply the Reasonable Person Standard…
What was the Behavior?
What are my responsibilities?
What are the options?

8. Take Formal Or Official Action Training & Information
Recipient
Do not ignore conflict
Review options
Take action to reach a resolution
Always Unacceptable
Take Formal Or Official Action
Inappropriate
Direct Approach
Informal Third Party
Training & Information

9. Take Formal Or Official Action Training & Information
Offending Person
Do not ignore conflict
Listen to understand
Review options
Take action to reach a resolution
Always Unacceptable
Take Formal Or Official Action
Inappropriate
Direct Approach
Informal Third Party
Training & Information

10. Take Formal Or Official Action Training & Information
Other Person
Do not ignore conflict
Listen to understand
Intervene and support if appropriate
Maintain confidentiality
Always Unacceptable
Take Formal Or Official Action
Inappropriate
Direct Approach
Informal Third Party
Training & Information

11. Take Formal Or Official Action Training & Information
Supervisor
Listen and do not filter complaints
Request resource materials or training
Take appropriate action
Follow-up and provide feed back
Always Unacceptable
Take Formal Or Official Action
Inappropriate
Direct Approach
Informal Third Party
Training & Information

12. Communication Skills Seeing the other person’s point of view
Approaching another person
Apologizing

13. Training Information Resources
Films
Books
Posters
Lecture / Guided discussion

14. Summary IRS concept IRS key elements
Demonstrate working knowledge of IRS