1. Unit: Communication

2. Conflict is a normal part of daily life. * Can learn methods to handle conflict in a * Heath care workers need to develop the skills to handle many different situations before they escalate

3. Conflict is common when there is a lack of * Many problems can be avoided by active listening Don’t judge the other person; try to understand the speaker’s experience, feelings, and point of view Make sure the speaker really knows * Pay attention and use eye contact if possible Clarify anything you are not sure you understand by * “What do you mean by…?” “So, it sounds like you are saying…”

4. 1.Is a voluntary process that allows you the mediator to help disputants work to resolve their conflict *– neutral third party *– those who are in conflict *– dispute between two or more people 2.Brings two people together in a safe and structured environment and helps them stay focused on finding a solution 3.Mediation is * Both disputants must want to resolve the problem/conflict Mediators cannot force the disputants to mediate a dispute Mediators help the disputants realize it is in their best interest to resolve the dispute rather ignoring it

5. 4.* You should never discuss with others what you hear in mediation Questions or concerns should be discussed with the mediation coordinator only 5.* When disputants have successfully resolved or worked out an agreement The resolution is written down on an agreement form The agreement form is * and kept on file with your mediation coordinator

6. Advantages of co-mediation Different mediators can offer a broader array of * Mediators can split responsibilities Different mediators may use different * Processing and feedback after the session helps mediators improve their skills Disputants may relate to one or the other of the mediators

7. Disadvantages of co-mediation Mediators may experience some degree of competition One mediator may attempt to * Role sharing can be awkward Mediators may have different idea about procedures

8. 1.Set the ground rules (verbal and non-verbal) * No name calling No put downs * 2.Identify the problem or issue Let each person say what happened * Use active listening and “I” statements Avoid communication blockers

9. 3.Brainstorm for solutions Let each person suggest ways to solve the problem Listen to each other * Be willing to compromise 4.Choose a solution and agree upon it Consider all the options; evaluate the pros and cons Decide on one option that everyone *

10. Designed to express and take responsibility for * rather than blaming others Tell the person, “I have a problem…” Make non-threatening descriptions of the problem Tell the person how you feel about the problem Let * be the disciplining agent by asking two questions: 1.If you continue your behavior, will it make our relationship better or worse? 2.Do you want our relationship to get better or worse?