CONFLICT & DISPUTE RESOLUTION
What are Conflict & Dispute Resolution Skills? They are the skills that enable us to bypass personal differences and to open up to possibilities. These skills allow us to communicate with other people and allow the user to share a message of harmony, not demands and challenges. Through Conflict and Dispute Resolution we jointly seek fair solutions and balanced needs. It involves a powerful shift from adversaries to co-operative partners. In this shift each person and organization benefits.
The G-Square International Training Academy will take our students through a 12 step process which can be employed to resolve conflicts and disputes in the work place, home or general public. We will provide you with skills - you can reach in and take out for whatever occasion fits.
The class module's which we offer are:
The Win/Win Approach
The Creative Response
Empathy
Appropriate Assertiveness
Co-operative Power
Managing Emotions
Willingness to Resolve
Mapping the Conflict
Development of Options
Negotiation Skills
Third Party Mediation
Broadening Perspectives
These modules are available as a 12 part training class or can be taken individually or in groups as your need requires.
The G-Square International Training Academy will take our students through a 12 step process which can be employed to resolve conflicts and disputes in the work place, home or general public. We will provide you with skills - you can reach in and take out for whatever occasion fits.
The class module's which we offer are:
The Win/Win Approach
The Creative Response
Empathy
Appropriate Assertiveness
Co-operative Power
Managing Emotions
Willingness to Resolve
Mapping the Conflict
Development of Options
Negotiation Skills
Third Party Mediation
Broadening Perspectives
These modules are available as a 12 part training class or can be taken individually or in groups as your need requires.
Mapping
Mapping the Conflict
Mapping is a very useful process for understanding what’s behind an issue. People are motivated by what they move towards or what they move away from.
The mapping method prompts you to write down the motivations of all the people or groups who have something to gain or lose in the way the conflict is dealt with. We label these: their needs and their fears. We limit these to those that are directly relevant to the issue.
We use the term ‘need’ lightly. It may include wants, values, interests or things the person cares about. The term ‘fears’ is also used very broadly. It can include concerns, anxieties or worries. They don’t have to be realistic to be included. If they exist for the person they should have their place on the map.
One of the many benefits of the mapping process is the chance to air irrational fears and have them acknowledged. Maps can be done alone, with someone acting to support a person in conflict and, best of all, done with several or all of the people who are directly involved.
Mapping is a very useful process for understanding what’s behind an issue. People are motivated by what they move towards or what they move away from.
The mapping method prompts you to write down the motivations of all the people or groups who have something to gain or lose in the way the conflict is dealt with. We label these: their needs and their fears. We limit these to those that are directly relevant to the issue.
We use the term ‘need’ lightly. It may include wants, values, interests or things the person cares about. The term ‘fears’ is also used very broadly. It can include concerns, anxieties or worries. They don’t have to be realistic to be included. If they exist for the person they should have their place on the map.
One of the many benefits of the mapping process is the chance to air irrational fears and have them acknowledged. Maps can be done alone, with someone acting to support a person in conflict and, best of all, done with several or all of the people who are directly involved.
Willingness to Resolve
Willingness to Resolve
Willingness to resolve is a key factor in conflict resolution. Indeed, sometimes it is all you need – where there is a will there is a way. However, being willing and helping others to become willing to resolve is often a considerable challenge.
Can you remember a time when you were so hurt, angry or resentful that you did not want to fix the problem?
Is there someone in your life right now who angers you but you have not sorted out why, or taken steps to fix the problem? Can you recall a situation like that from the past – if so, where?
What stops people from wanting to resolve a conflict?
Are any of the following relevant to your situation?
Willingness to resolve is a key factor in conflict resolution. Indeed, sometimes it is all you need – where there is a will there is a way. However, being willing and helping others to become willing to resolve is often a considerable challenge.
Can you remember a time when you were so hurt, angry or resentful that you did not want to fix the problem?
Is there someone in your life right now who angers you but you have not sorted out why, or taken steps to fix the problem? Can you recall a situation like that from the past – if so, where?
What stops people from wanting to resolve a conflict?
Are any of the following relevant to your situation?
- The unfairness
- Self-respect/pride
- Need for apology
- Desire for revenge
- Anger, Resentment
- ‘I was right, you were wrong’
Introduction to Mediation
The mediator’s mindset
These attitudes are relevant whenever you want to advise in a conflict which is not your own. It may be a member of your staff telling you about a problem they are experiencing in the office.
It may be two citizens on the street in a verbal conflict in the area you have been assigned to patrol. It may be an informal chat with both conflicting people. It may be a formally organized mediation session.
These attitudes are relevant whenever you want to advise in a conflict which is not your own. It may be a member of your staff telling you about a problem they are experiencing in the office.
It may be two citizens on the street in a verbal conflict in the area you have been assigned to patrol. It may be an informal chat with both conflicting people. It may be a formally organized mediation session.
- Be objective - validate both sides, even if privately you prefer one point of view, or even when only one party is present.
- Be supportive - use caring and dynamic language. Whenever possible, provide a non-threatening learning environment, where people will feel safe to open up.
- No judging – Don’t play judge. Discourage others from deciding who is right and who is wrong. Don't ask "Why did you?" Ask "What happened?" and "How did you feel?"
Steer process, not content - use astute questioning, encouraging suggestions to come from the participants. Resist advising - Use a collaborative approach - work towards wins for both sides. Turn opponents into problem-solving partners.