Conflict and Opportunity
In any conflicts consider these 3 P's?
What are People, Process, Problem
Good listening Position Acronym?
What is SOLER?
The method for resolving disputes and conflicts between two or more parties
Finish the phrase?
"Conflict is a problem to be solved, not ____? "
What is "a battle to be won."
what are the 2 different types of words?
What are fighting words and helpful words?
A person who is uninvolved in the dispute or conflict
What is a mediator
Before you can even start to solve the
problem, the first order of business is to
What two types of behaviors do people tend to display when they are in a confrontation?
What is-Escalating and de-escalating behaviors
This kind of location is key for correct mediation
What is Neutral?
Finish this phrase by Roger Fisher and William Ury in Getting to Yes.
"Negotiate interests, not ____.
What is Position?
Name three of the ten tips for good listening?
Any 3 of the 10 tips listed for good listening
What is 1. Stop talking; listen to understand, not to reply
2. Put the speaker at ease
3. Show the speaker that you want to listen
4. Remove distractions
5. Empathize with the speaker; put yourself in his/her place
6. Be patient
7. Hold your temper
8. Go easy on argument and criticism
9. Ask questions
10. Stop talking
Before mediating, a mediator should check their what?
What are biases?
5 general areas conflicts arise?
What is Information. Relationships. Resources. Values. Rights and Responsibilities.
Quickly run through how you would use the express your own point prompt to properly address a confrontation.
EXPRESS YOUR OWN POINT 1. I have a problem and I need your help. 2. When______ happens, I feel __________________. I am willing to do _____________________________ to resolve this. 3. I would like you to ___________________________. 4. Will you? (The response may be yes or no, or working out a different resolution. Brainstorming here is often useful.) 5. Thank you!!
What is the sequence of events that a mediation should take? In Order.
(In order) What is - 1 Introduction, 2 Story telling, 3 Problem Solving, 4 Agreement