how to mediate a conflict
DESCRIPTION
TRANSCRIPT
(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
