Ghaïst Touma

Mediation

Conflict resolution is a skill based in good communication practices and the understanding of interpersonal dynamics. Therefore, the successful implementation of conflict resolution policies and procedures is often contingent on providing supervisors with appropriate training and coaching on the policy, procedures and interpersonal skills.

Mediation:

Mediation may be used in a non-unionized or unionized setting.  The mediator is trained in conflict resolution or can be an external professional. 

Here are 13 steps to resolving conflict:

1. Stay Calm.
2. Listen to Understand.
3. Accentuate the Positive.
4. State Your Case Tactfully.
5. Attack the Problem, Not the Person.
6. Avoid the Blame Game.
7. Focus on the Future, Not the Past.
8. Ask the Right Kind of Questions.
9. Pick Your Battles.
10. Link Offers.
11. Be Creative.
12. Be Confident.
13. Celebrate Agreement!