how to mediate a conflict

HOW TO MEDIATE A CONFLICT

Keith Grossman, JD(239) 210-7516

Keith@AttorneyGrossman.com

(c) 2014 Keith Grossman. All rights reserved

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A difference in opinion or purpose that frustrates

your goals or desires – or someone else’s

How Assertive and Cooperative Personalities Interact

Assertive Competition(I win, You lose)

Collaboration(I win, You win)

Non-Assertive

Avoidance(I lose, You lose)

Accommodation

(I lose, You win)

Non-Cooperative

Cooperative

Compromise

(c) 2014 Keith Grossman. All rights reserved

(c) 2014 Keith Grossman. All rights reserved

Negotiation• Reach Understanding• Resolve Differences• Agree upon Course of

Action• Bargain for individual or

collective advantage

Purpose

(c) 2014 Keith Grossman. All rights reserved

Negotiation• Communicate about issues• Educate about needs and

interests• Generate settlement

options• Bargain

Process

(c) 2014 Keith Grossman. All rights reserved

Mediation• Communicate about issues• Educate about needs and

interests• Generate settlement

options• Bargain• USING A NEUTRAL 3RD

PARTY

Process

(c) 2014 Keith Grossman. All rights reserved

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Mediator Can Help

• Retract premature judgments• Discover beyond the “single” answer• Expand the pie• Understand the other person’s wants

and needs• Walk away with action steps

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CAT = Successful Negotiation

CA

T

OOPERATIVE

SSERTIVE

HANKFUL

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Peace Chest• Understanding other’s

perspective• Create solutions• Tolerance• Reaching out• Teamwork• Honesty• Active listening• Creative Thinking

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Understand Other’s Perspective

• Help them objectively explain wants and needs

• Help them review and agree upon the facts• Help facilitate clear communication• Help them isolate main areas of disagreement

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Create Solutions• Keep them focused on solutions– There is not only 1 way– Move past rejected proposals– Focus questions

• What are they supposed to accomplish together for the organization?• What roles and responsibilities does the organization

expect from them?• What are the compelling reasons for their solution?• What if they could “blend” both of their solutions?

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Create Solutions• Brainstorm multiple solutions before selecting

the best one• Use objective criteria

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Keith Grossman, JD(239) 210-7516

Keith@AttorneyGrossman.comTwitter: @ksgrossman