Types of conflict
What type of conflict arises from miscommunication or misunderstandings?
Communication conflict
What’s the technique where you repeat what someone said to show understanding?
Paraphrasing
A resident complains their roommate keeps borrowing clothes. What’s your first step?
Listen to both sides
Do or Don’t: Interrupt residents to clarify your point.
Do Not
What conflict style seeks a win-win solution?
Collaborating
True or False: All roommate conflicts are personal conflicts.
False
What kind of statement helps express feelings without blaming?
“I” statements
A resident is upset about loud music. What mediation technique could help?
Active listening
Do or Don’t: Stay neutral during mediation.
Do
What style avoids conflict altogether?
Avoiding
What’s a common cause of roommate conflict related to shared spaces?
Cleaning responsibilities
True or False: A mediator should always offer their own solution.
False
Two roommates disagree on guests. What’s a good tool to help them set boundaries?
Roommate agreement
Do or Don’t: Use sarcasm to lighten the mood.
Do Not
What style gives in to others to keep peace?
Accommodating
What type of conflict is driven by differences in communication styles or personality traits?
Interpersonal conflict
What’s the term for staying neutral and not taking sides?
Impartiality
A resident refuses to talk during mediation. What should you do?
Respect their space and offer to revisit later. (Anything else?)
Do or Don’t: Encourage residents to speak directly to each other.
Do
What style involves standing firm to win?
Competing
Name two types of conflict that RAs might encounter in residence halls.
Roommate conflict, community conflict (others?)
Name three techniques a mediator can use to help resolve conflict.
(Name 3) Active listening, paraphrasing, asking open-ended questions, Using a neutral tone, providing alternative options, redirecting behavior, checking personal bias before engaging, maintain personal space, clarify misunderstandings, summarizing key points...
A conflict escalates during mediation. What’s your role as an RA?
De-escalate and refocus the conversation
Do or Don’t: Share personal opinions during mediation.
Do Not.
What style finds a middle ground?
Compromising