DEALING WITH CONFLICT

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DEALING WITH CONFLICT

• Agent Jeffery Shall
• Agent Michael Nielsen
• any similarities with the
• Homeland Security Alert System
• is intentionally accidental
• Five Levels of Conflict used by permission of
• Resources for Resolving Conflict

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LOW Low Risk of Conflict
GUARDED General Risk of Conflict
ELEVATED Significant Risk of Conflict
HIGH High Risk of Conflict
SEVERE Severe Risk of Conflict
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LOW Low Risk of Conflict
We have a problem to solve.

• Individuals talk to each other.
• Information is shared openly and honestly.
• Feelings are owned and cared for.
• The other persons views are respected.
• Differences are negotiated.

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GUARDED General Risk of Conflict
We have a definite disagreement.

• Individuals talk to friends about the problem.
• Information is vague, unclear and partial.
• Feelings are guarded and often denied.
• The other persons views are trivialized.
• Differences are debated.

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ELEVATED Significant Risk of Conflict
We have a contest to win.

• Individuals choose sides seek supporters.
• Information becomes distorted and one-sided.
• Feelings become tense and justified.
• The other persons views are rejected.
• Differences are distorted.

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HIGH High Risk of Conflict
Its Time to Fight or Flee

• Individuals warn of serious consequences if
• Information is spiritualized into good and
  evil.
• Feelings become frozen or hysterical.
• The other persons views are attacked as sinful.
• Differences are seen as absolutes.

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SEVERE Severe Risk of Conflict
Its Time to Die Right.

• Individuals threaten and refuse to leave.
• Information gets into ideology, with opponents
  seen as satans.
• Feelings become non-entities.
• The other persons views must be destroyed.
• Differences become the target of holy war.

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Intra-
Inter-
personal group
Extra-
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money, meetings, religious, gender, technology,
values, staff, knowledge, roommate(s), romantic
relationship, parental, class, work, sports,
group project, professor, supervisor,
commitments, time, floor, apartment, street,
hallway, bathroom, lunch line, etc., etc., etc.
Intra-
Inter-
Personal/group
Extra-
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Conflict forces us to make a choice.
Dont be afraid
Be Ready...
TO MEDIATE!
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Why Should We Mediate?

• To provide structure and focus
• To find a compromise
• To diffuse a situation
• Communication can calm us down
• To stop violence and increase the peace
• The issue can be resolved
• To end an argument

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Keys to making mediation work for you

• Must be voluntary. Dont force anyone to meet
  with you
• Everyone involved must be honest and express
  their sincere feelings
• Desire to find the best situation for all
  parties involved
• Sarcasm, insults, name-calling, bullying, and
  obscenities should not be used

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Mediators Role in Conflicts

• Setting Rules for the Mediation
• Problem Definition
• Commitment
• Highlighting Issues and Behaviors
• Negotiation
• Contracting
• Follow-up

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Strategies while resolving conflict

• Never take sides
• Get all of the conflicts on the table
• Be aware of all the barriers to conflict
  resolution
• Do not escalate conflicts by involving more
  people than necessary
• Dont be afraid to ask for help
• Always remember duct tape and bottled water

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End Game

• Schedule follow up meeting
• Informally check-in
• Ensure confidentiality
• Notify other staff as needed
• Make sure you and the conflict mediatees have
  a written copy of agreements
• Document mediation process

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The End