1. WHAT IS A CONFLICT?

2. CONFLICT IS A FIGHT OR A DISAGREEMENT BETWEEN TWO OR MORE PEOPLE.

3. In this programme you will be dealing mainly with mediation as a means to resolve conflict.

4. WAYS OF DEALING WITH CONFLICTS

5. AVOIDANCE / DENIAL What is bad about Avoidance / Denial?
Feelings and thoughts are hidden or unclear
Problem may escalate if it’s not resolved
The other person may get more angry because the problem is unclear

6. AVOIDANCE / DENIAL What is good about Avoidance / Denial?
Problem may go away.
You won’t say something you might be sorry for saying

7. CONFRONTATION What is bad about Confrontation? Problem may escalate
There may be a fight
Friendship may be damaged / destroyed

8. CONFRONTATION What is good about Confrontation?
Problem may be clarified.
Ideas and feelings are expressed.

9. PROBLEM SOLVING
What is bad about Problem Solving?
Time consuming.

10. PROBLEM SOLVING What is good about Problem Solving?
Ideas and feelings come out.
Problems are resolved.

11. Different Ways to Problem Solve
One to One Conflict Resolution – being your own mediator or your own conflict mediator
Arbitration – a structured process where a neutral person, called an arbitrator, listens to both sides and tells the disputants (people having the fight) what they should do (judge, parent, teacher, principal).
Mediation – a means to resolve conflict.

12. MEDIATION DEFINED Structured Confidential Neutral Listening
Communicate
Empathise
Disputants solve the problem

13. Mediation is a structured, orderly, confidential process where a neutral person called a mediator, uses listening skills and mediation techniques to help the disputants (the people having the dispute) define the problem they wish to resolve & helps them to come up with their own solutions to the problem.