1. INFORMAL RESOLUTION SYSTEM

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

3. INDIVIDUAL RESPONSIBILITY
Definition of Terms
INDIVIDUAL RESPONSIBILITY
BEHAVIOR ZONES
DIR
RESOLUTION OPTIONS
3rd
TIR A B C D
ROLES
I DO NOT IGNORE

4. Behavior Zones
RED ZONE
YELLOW ZONE
BEHAVIOR ZONES
GREEN ZONE

5. Roles Identified Recipient A C B D Other Person Supervisor
Offending Person

6. Resolution Options Direct Approach Third Party
Training Information Resource
DIR
TIR
3rd

7. IRS Process What exactly happened? What was the impact?
Apply the Reasonable Person Standard…
Behavior zone was red, yellow or green?
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
RED ZONE
Take Formal Or Official Action
YELLOW ZONE
Direct Approach
Informal Third Party
Training & Information
GREEN ZONE
No Action Required

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
RED ZONE
Take Formal Or Official Action
YELLOW ZONE
Direct Approach
Informal Third Party
Training & Information
GREEN ZONE
No Action Required

10. Take Formal Or Official Action Training & Information
Other Person
Do not ignore conflict
Listen to understand
Intervene and support if appropriate
Maintain confidentiality
RED ZONE
Take Formal Or Official Action
YELLOW ZONE
Direct Approach
Informal Third Party
Training & Information
GREEN ZONE
No Action Required

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
RED ZONE
Take Formal Or Official Action
YELLOW ZONE
Direct Approach
Informal Third Party
Training & Information
GREEN ZONE
No Action Required

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 Define IRS concept Discuss IRS key elements
Demonstrate working knowledge of IRS