1. INFORMAL RESOLUTION SYSTEM EORC

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

3. EORC Definition of Terms CDB A DIR 3rd TIR BEHAVIOR ZONES RESOLUTION OPTIONS ROLES

4. EORC Behavior Zones B EHAVIOR Z ONES GREEN ZONE YELLOW ZONE RED ZONE

5. EORC ACBD Other Person Recipient SupervisorOffending Person Roles Identified

6. EORC DIR TIR3rd Direct Approach Third Party Training Information Resource Resolution Options

7. EORC 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? IRS Process

8. EORC Do not ignore conflict Review options Take action to reach a resolution Recipient RED ZONE Take Formal Or Official Action YELLOW ZONE Direct Approach Informal Third Party Training & Information GREEN ZONE No Action Required

9. EORC 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 Offending Person

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

11. EORC 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 Supervisor

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

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

14. EORC Summary Define IRS concept Discuss IRS key elements Demonstrate working knowledge of IRS