8 Steps For Conflict Resolution
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From Jeff Thompson's Enjoy Mediation Blog May 2009 |
They are as follows (from this link here):
1. "Know Thyself" and Take Care of Self
- Understand your "perceptual filters," biases, triggers
- Create a personally affirming environment (eat, sleep, exercise)
2. Clarify Personal Needs Threatened by the Dispute
- Substantive, Procedural, and Psychological Needs
- Look at BATNA, WATNA, and MLATNA
- Identify "Desired Outcomes" from a Negotiated Process
3. Identify a Safe Place for Negotiation
- Appropriate Space for Discussion/ Private and Neutral
- Mutual Consent to Negotiate/ Appropriate Time
- Role of Support People (Facilitators, Mediators, Advocates), as needed
- Agreement to Ground rules
4. Take a Listening Stance into the Interaction
- "Seek first to understand, then to be understood" (Covey)
- Use Active Listening skills
5. Assert Your Needs Clearly and Specifically
- Use "I-messages" as tools for clarification
- Build from what you have heard - continue to listen well
6. Approach Problem-Solving with Flexibility
- Identify Issues Clearly and Concisely
- Generate Options (Brainstorm), While Deferring Judgment
- Be open to "tangents" and other problem definitions
- Clarify Criteria for Decision-Making
7. Manage Impasse with Calm, Patience, and Respect
- Clarify Feelings
- Focus on Underlying Needs, Interests, and Concerns
- Take a structured break, as needed
8. Build an Agreement that Works
- "Hallmarks" of a Good Agreement
- Implement and Evaluate - Live and Learn
Note: you can click each title, as it will give a more in depth description. For the main OHRD site, click [here].
Biography
Jeff Thompson is a certified international mediator. He is also a law enforcement detective in New York. His law enforcement role include a being a communication and conflict specialist, interfaith dialogue, developing and implementing community engagement programs, and designing training workshops.
Jeff is currently a PhD candidate researching nonverbal communication and mediation at Griffith University Law School. He also received his MS in Negotiation and Dispute Resolution from the Creighton University School of Law. Jeff has presented and trained on the topic of conflict, mediation, communication and nonverbal communication internationally and has been published and featured with numerous international media organizations. He currently writes also at PsychologyToday.com.
(All posts by Jeff Thompson represent his personal reflections and opinions as a mediator and not that of any organization.)
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