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* * Ury, W., (2000) The Third Side. New York: Penguin 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

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 Control/ Stability External Focus Internal Focus ClanAdvocacy HierarchyMarket

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 Don’t Get Get Want Don’t Want Experiences not Expected Expectations Satisfied Expectations Unsatisfied No expectation;No Dissatisfaction

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-ST-FJ-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 E xpressed behavior W anted behavior 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 SetFavorable Conditions Stress Conditions Individualistic (I) Rational (R) Social (S) Competitive (C) Sub-score 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