Module 4 - Conflict Resolution and Interventions

Opening


Welcome

Module 3 Recap

Questions into the chat

Today's Lesson

Conflict Resolution and Intervention
key takeaway:
The process defines the outcome (all-win)

lessons
Why and when to intervene
Brief intro to standard Mediation Process
conflict interventions (at the moment)
Opening Exercise

DISCUSSION: When is the time to collaborate

PRESENTATION: Thomas Killman

What situations might you want to take the various approaches?

When to collaborate?

Long term relationship
important content
When you care and can't walk away
When you can't do it alone.

GOOD FAITH



Lesson 4-1 - Conflict Resolution Strategies

Approaches

Directive - Evaluative - Facilitative - Transformative


Assessment

When to use what?
Conflict Curve

Basic Elements?

What do you think need to be included in any attempt to approach conflict? HINT: We've already discussed them
Listening
Speaking
Safe container & Structure
ID needs

Overall:

change from the people being the problem to the issue being the problem
face to face → Shoulder to shoulder
Help both parties let go of "solution" identify underlying needs and find a way to meet them
finding the noncontroversial essence.

Lesson 4-2 - Conflict Resolution Structure Algorithm

Module #4 Breakdown 2
0
Column 1
Module 4
1
Point #2
Basic design for all conflict resolution & facilitation
There are no rows in this table


Mediation Process:

Set the Container
Opening
Welcome and set the stage, and ground rules

Opening Statements
Give each party a chance to speak without interruption about their experience
Model active listening, by reflecting back what you hear
Agenda Setting
Structured Discussion/ Negotiation
one element at a time
speak to mediator
Agreements
HOT TIP: Caucusing (one-on-one)

STORY: Festival Intervention


Lesson 4-3 - Intervention (BEN Model)

Module #4 Breakdown 3
0
Column 1
Module 4
1
Point #3
How to intervene - BEN Model - REfelctive listenting - Dignity - Authenticity & humility
2
Model to teach
BEN Model.
There are no rows in this table

BEN Model

When thinking on your feet, pay attention to BEN (Behaviors Emotions and Needs)
Pay attention to the behavior or set of behaviors that you are witnessing.
What Emotions do you guess are behind the behavior?
Ask yourself - Can I/We meet these needs? If so, how? If not, why not?
Acknowledge to yourself and/or between the parties that there may be needs that are not being met. Discuss if there is a way to meet those needs, and if so, how? If not, why not?
Proceed wisely.

NEEDS ARE BEING SATISFIED

Affectionate, Kind, Thoughtful
Engaged, Interested
Hopeful, In Awe, Inspired, Refreshed
Confident, Assured
Excited, Exhilarated, Joyful, Happy
Peaceful, Calm, Grateful

NEEDS ARE NOT BEING SATISFIED

Afraid, Fearful, Betrayed
Annoyed, Anxious, Embarrassed
Averse, Disconnected
Confused, Distracted
Angry, Hateful
Fatigued, Physical Pain, Tense

When in Doubt: Listen

Reflect, Reflect, Reframe

Closing

Final Concept


Takeaway check (type into chat):

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