Upon completion of the course, students will be able to:
1. Distinguish between binding arbitration, managerial arbitration, managerial mediation, and community mediation.
2. Formulate a description of the conflict including the historical context and the positions, issues, and interests of each participant.
3. Examine contributing causes of the conflict such as individual factors and differences.
4. Recognize specific clues for identifying misinterpretations or communication breakdowns.
5. Identify standards for identifying unacceptable behavior within an organization such as the mission statement, company or department policies and procedures, company codes, and union guidelines.
6. Identify standards, laws, health department or OSHA (Occupational, Safety, and Health Administration) requirements, neighborhood groups, and other social constructs used for recognizing unacceptable behavior within the community.
7. Examine organizationally induced conflicts and determine areas for change.
8. Review and apply conflict management strategies.
9. Recognize and apply the steps for resolving conflict.
10. Develop an action plan and construct a settlement agreement.
11. Evaluate the conflict resolution process including the agreement.
1. Dispute resolution options
b. Managerial arbitration
c. Managerial mediation
d. Community mediation
2. Description of the conflict
a. Disagreement or difference
b. Parties involved in conflict
c. Stakeholder or person(s) affected by outcome
d. Positions of participants
e. Issues of participants
f. Interests of participants
3. Historical content and causes of conflict
a. Contributing causes
b. Individual factors or differences
c. Values by personality types
d. Clues for misinterpretations
e. Clues for communication breakdowns
f. Areas of resistance
g. Goal competition
h. Organizationally induced conflict(s)
4. Organizational standards
a. Organizational mission statement, goals, and values
b. Organizational or department policies and procedures
c. Organizational codes of conduct
d. Organizational codes of safety
e. City, state, county, federal law
f. Union guidelines and requirements
5. Community standards
a. Health Department
c. Police, sheriff, and fire departments
d. County or state code enforcement agencies
e. City, state, county, federal law
f. Local governing boards (schools, hospitals, etc.)
g. Neighborhood associations
6. Postures and conflict management styles of participants
a. Collaborating: high asertiveness and high cooperativeness
b. Compromising: mid assertiveness and mid cooperativeness
c. Accommodating: low assertiveness and high cooperativeness
d. Competing: high assertiveness and low cooperativeness
e. Avoiding: low assertiveness and low cooperativeness
7. Mediator's role
a. Appropriate time and space
b. Ground rules
c. Tasks of the mediator(s)
d. Techniques for encouraging collaborative communication
8. Stages of mediation
a. The opening
b. Participants take turns talking to mediator(s)
c. Participants take turns talking directly to each other
d. Working toward resolution
e. Solutions and agreements
9. Developing a plan of action or settlement agreement
a. Points of agreement
b. Points of disagreement
c. Identify options, based on issues and interests
d. Agreements based on options
e. Writing an agreement
f. Closing and debriefing
g. Providing arrangements for follow up
10. Evaluation of conflict resolution
a. The agreement content scale
b. The process scale
c. The feelings scale
d. The relationship scale
Successful Conflict Management Tools, By Jack Gordon. Pfeiffer Publishing, 2007.
The Conflict Survival Kit, by Goodwin & Griffith. Prentice Hall Publishing, 2006.