Conflict Resolution

Todd Long

Conflict Resolution Content• Overview of Conflict Resolution• Being Prepared• Establishing the Ground Rules and Roles• Defining the Issue• Reviewing the Issue• Generating a Solution• Writing the Agreement• Following Up• Case Studies

Conflict Resolution Overview• Conflict Resolution is one of the most common issues

in Student Housing. Anytime there is a clash of ideologies or beliefs, there is bound to be conflict.

• The goal of conflict resolution/mediation is to discover and define an issue between two parties and helping to create a fair, workable solution.

• What makes conflict resolution/mediation difficult is maintaining objectivity when defining an issue.

• Mediation can be very therapeutic, or highly destructive. It all depends on the tone and atmosphere set by the mediator.

CONFLICT RESOLUTION: BEING PREPARED

Section 1

Conflict Resolution: Being Prepared

• Have a game plan or strategy prior to entering into mediation. Bring another staff member if you feel the situation calls for it.

• Select a neutral location (ex. Living room of resident’s unit, empty office in your school, etc.) and allocate seating.

• Come in clear of any bias.• Bring any notes or documentation about the room or

the event to be tackled.• Make sure to bring paper, pens, or pencils. Don’t be

afraid to take notes and pause the discussion to ensure accurate notes.

CONFLICT RESOLUTION: ESTABLISHING GROUND RULES AND ROLES

Section 2

Conflict Resolution: Establishing RolesMediation can be very therapeutic, or highly

destructive. It all depends on the tone and atmosphere set by the mediator. Another issue that plagues mediators is the unrealistic expectations set by the parties in mediation.

First things first, introduce yourself to the parties. If you have a co-mediator introduce them as well. Be sure to welcome everyone warmly to the resolution meeting. Mediation can be either voluntary or mandatory, so be sure to thank them for attending.

Next, clearly explain why you are here. Make sure both parties know that you are not here to decide who is right and who is wrong. Your goal should be to define the issue and come up with a suitable solution that both parties can agree on. As an RLC/DoH/DoSA, your goal may be to establish who is right or wrong. If that is the case, make that goal clear to each party.

Notes

• Introduce yourself and your co-mediator if needed

• Welcome everyone to the meeting• Stay Positive• Thank both parties for attending• Explain your role as a mediator, facilitator, or

judge as need be• Explain your desired result and the process

by which you intend to accomplish it.• Check for understanding and proceed• Be honest and upfront about your intentions

Conflict Resolution: Establishing Ground Rules

Once the introductions and roles are established for the mediation, it is time to set the ground rules. The rules of this mediation and how they are enforced will dictate the course of the meeting. One thing to remember is that you represent the Art Institute and EDMC as a whole. Your tone and word choice must remain professional and consistent throughout the mediation.

Arrange seating so that each party can clearly see and hear each other and you can clearly be seen and heard. Also, make sure everyone is on an equal level. For example, if one party is sitting on a higher plane, it will feel as though they are talking down to each person they speak to. This usually causes the lower party to feel inferior and become defensive.

Remember that all things stated in this meeting are confidential and can only be shared with your supervisor and staff.

When enforcing the rules you set, make sure to enforce them fairly. Don’t allow any inconsistencies or biases to deteriorate your progress.

I have several suggestions for ground rules listed, but you can tailor your rules to match your environment and students.

Notes

• Establish Ground rules• You Represent the Art Institute and EDMC, you

have to remain professional• Arrange seating so everyone is visible and

audible. Make sure all participants on an equal level

• Remember that everything in this meeting is confidential. Only you, your supervisor, and your staff (as needed) will know this information

• Enforce all rules equally and fairly• My Ground Rules

– One person speaks at a time• Meaning no side conversations or interruptions

– Be Respectful– No Physical violence

• Be mindful of aggressive body language or tone– No insults or name-calling

• This includes scoffing or side remarks– BE HONEST, BE HONEST, BE HONEST

• The notes from this mediation will not be shared outside the Housing/Student Affairs Staff

CONFLICT RESOLUTION: DEFINE THE ISSUE

Section 3

Conflict Resolution: Defining the IssueNow that the room, rules and roles are set, we

can start to dissect the issue. Allow time for each party to go through the issues they want to discuss. Make sure to ask for clarity on anything you need more information on. Even if you know what the issue you are tackling is, ask each party what issue you are helping to solve.

Once you have each side’s concerns documented, restate all the facts in your own words. Make sure to ask if there is any more information to be presented before progressing to the next party’s story.

Ask each party to discuss their thoughts and feelings about the stories presented. Allow for small controlled conversation between parties about their feelings toward the story.

Once that conversation is complete, reflect on both story responses in your own words, and get clarity as you progress through your reflection.

Notes• Ask both parties to go through the issues

they want to discuss. Even if you know what the issue(s) are, ask again for clarity

• Restate the facts from each story in your own words

• Ask both parties their thoughts and feelings on the stories presented

• Restate the feelings of each party in your own words

CONFLICT RESOLUTION: REVIEW ISSUES

Section 4

Conflict Resolution: Review IssuesOnce both statements/stories

and each party’s responses are recorded, summarize the main points of each statement and their corresponding response.

Check and make sure that all statements made by both parties were heard correctly as you summarize the points. As you review the main points and responses, note any similarities between the groups.

Notes• Check to make sure what was said was heard

correctly• Review the main points and note similarities

between each party• Make sure nothing was left out of each story

CONFLICT RESOLUTION: GENERATING A SOLUTION

Section 5

Conflict Resolution: Generating A Solution

Generating a solution is all about compromise. You will need to take both statements and create a fair solution that both parties can agree to.

Start by asking each party what they see as a fair solution. Encourage them to suggest more than one idea. Don’t allow any ideas to be turned down. As you are receiving suggested solutions, assist both parties reach a solution that is fair.

The ideal solution has to be Realistic for both parties. It also, has to be very Specific in its terms and requirements for both groups. Lastly, it has to be Balanced, requiring equal effort from both parties.

Notes• Be prepared to compromise and keep an

open mind• Allow both groups to suggest possible

solutions. Don’ let any suggestion be turned down.

• Out of the suggestions and your own ideas, refine the potential solutions to make sure they are Realistic, Specific, and Balanced

Conflict Resolution: Generating A Solution

Next, summarize all components of the agreed upon solution and review it for clarity and accuracy. Once the solution is clearly defined, ask each party how they will hold each other accountable for the agreement. Make sure that you take notes from each party on how accountability will be held.

Lastly, you will want to establish what the process and possible ramifications will be if either party violates the agreement. If a party violates the agreement, establish a plan of action for who will be first notified and how. Don’t hesitate to ask another staff member (RA, RLC, DOH, DoSA) for more information about the Code of Conduct.

Notes• Summarize the agreed upon solution• Determine how each party will hold each

other accountable for the terms of the agreement– Take detailed notes for each side

• Determine what happens if either party violates the agreement.– Set the Plan of Action for who will be notified

• EX. Violating party is reported to an RA or RLC with supporting documentation. The RLC or DoH decides the appropriate action. Notification of the action is delivered to the violating party.

CONFLICT RESOLUTION: WRITING AN AGREEMENT

Section 6

Conflict Resolution: Writing An Agreement

• Writing the agreement is the penultimate step to resolving a conflict. Most, if not all, of the agreement has been established through the other steps in the process. Make sure to write the agreement using the specific language used during the resolution meeting. Once you have finished writing the agreement, read it aloud for accuracy and validation. Then, have both parties sign and date the agreement. Finally, thank both parties for their time, effort, and cooperation, and report the outcome of the meeting to the appropriate staff members. You will want to make sure each party has a copy of their agreement for future reference. You can type it and email it, scan it and copy it, or both.

Notes• Write the terms of the agreement down

using the specific language used throughout the meeting

• Read it aloud for accuracy and validation• Have both parties sign and date the

agreement• Thank both parties for dedicating their time

and cooperating• Update you staff and supervisor on the

outcome.• Print and/or email a copy of the agreement

to each person involved in the resolution

CONFLICT RESOLUTION: FOLLOWING UP

Section 7

Conflict Resolution: Following UpPeriodically, over the next few days and weeks, check

in on both parties individually and collectively. You want to make sure each party is holding up their share of the agreement. These follow-ups can and should be scheduled in intervals. For example, after the agreement is finished, schedule a follow-up for a week later. If you have a follow-up meeting and the situation is improving, then the number of follow-up meetings should decrease over time. However, if the situation is declining, rework the agreement with both parties to create a better solution.