Conflict And Mediation Flashcards
(11 cards)
Definition of a Mediator
Someone who helps two or more parties to resolve a conflict
Definition of a Conflict
When there is a disagreement between two or more parties and it results in fighting or a problem.
Definition of Confidential
Some information that is private and not to be told or shared with anybody else.
Definition of Paraphrase
To repeat what somebody else has said but in your own words
Definition of Tolerant
To be willing to accept that other people have different ideas and opinions of how to do things.
What are some causes of conflict?
- Misunderstanding
- Personality clashes
- Authority issues
- Competition between issues
- Lack of co-operation
- Unfair treatment by one of the parties
- Difference of opinions
- Difference in values
What are 5 possible responses to conflict?
- Forceful & aggressive (like to win, cause hurtful feelings)
- Avoidance (obv.; leave angry with nothing resolved)
- Accommodating (don’t say how you feel, just agree with everyone else, leave angry)
- Compromiser (say how you feel, but give up much of what you believe & find middle ground)
5.Collaborator (acknowledge conflict, work together to get to to an agreement everyone is happy with)
What is mediation?
the process of helping people who are involved in an argument or disagreement that they cannot work out themselves to find resolution / come to an agreement .
What the steps in the mediation process?
Step 1 : ask those involved if they would like help. If yes, find a quiet place so you won’t be disturbed
Step 2 : get them to agree that they want to solve the problem
Step 3 : tell them the rules of mediation
- What they say stays confidential
- Do not interrupt each other while talking
- Do not insult or call other people names
Step 4 : Let each person tell their said of the story AND paraphrase what they have said
Step 5 : Find ways it could have been avoided or can be solved by asking questions like:
- what could you have done differently?
- what could you do now to solve the problem
Step 6 : suggestions for solving the problem AND investigate how each party feels about the suggestions made
Step 7 : Encourage compromise AND ensure they understand the solution that they have reached
List some skills of a good mediator
- Be a good listener
- Be fair
- Identify what the main cause of the problem is
- Think clearly about how the situation can be solved
- Encourage the people involved to be part of the solution finding process
List 7 peacekeeping skills
- Showing respect : involves being non-judgmental & looking after other people’s things
- Listening to other people’s ideas / points of view even if different to yours
- Taking responsibility : knowing & admitting how you could have caused the problem)
- Understanding everyone is different
- Cooperation - work together
- Tolerance - accepting everyone has different opinions/backgrounds/ways of doing things
- Recognise / identify when a problem is going to occur & lead to conflict
