BUSI3106A Final - Conflict Resolution & Mediation

**[Chapter 7: Microskills, Storytelling & Creativity in Conflict Resolution]** **Microskills:** Skills that are useful in particular situations (Active Listening, Paraphrasing, Summarizing, Reflecting, Reframing, "I" Statements, Observation, Questioning) **Active Listening:** Use affective body la...

**[Chapter 7: Microskills, Storytelling & Creativity in Conflict Resolution]** **Microskills:** Skills that are useful in particular situations (Active Listening, Paraphrasing, Summarizing, Reflecting, Reframing, "I" Statements, Observation, Questioning) **Active Listening:** Use affective body language, give full attention, do not interrupt, give positive feedback, be alert to the unspoken **Communication Skills:** Clear and concise language, avoid jargon, be gramatically correct, remove unnecessary words or adjectives, avoid using absolute words like "never" and "always", use factual terms **Effective Body Language: SOLER (Straight, Open, Leaning, Eye Contact, Relaxed)** Moods, fears, positions, and emotions may be demonstrated through body language. Be aware of cultural differences **Mainfest Content:** What the words of a message actually communicate, the literal meaning **Latent Content:** The part of the message, often non-verbal, that is not expressed explicitly but is there by suggestion **Questioning Skills:** Open-ended questions, closed questions, clarifying questions, justifying questions, probing questions, consequential questions **Cognitive Dissonance:** A feeling of discomfort that occurs when a persons beliefs, values, or attitudes conflict with their actions. **Stories in Conflict Resolution:** - **Narrative Mediation:** 1. 2. 3. 4. 5. **Creativity in Mediation:** - - - **Six Thinking Hats:** Ideas should be recorded, reflect the multiness of potential solutions, serve as a basis for narrowing down final decisions - - - - - - **[Chapter 8: Frame of Reference and Self Image]** **Frame of Reference:** A persons subjective reality, shaped by their particular experience and culture, and the basis of their perception of the world **Ethnocentrism:** A mindset in which one believes their own culture is the only valid one **Ethno-relativism:** A mindset in which one accepts that all cultures are valid **Approaches to Conflict:** Yoelding, Ignoring, Contending or Problem Solving **Emotional Intelligence:** Self-Awareness, Self-Management, Social Awareness, Relationship Management **Retrospective Reflection:** Looking back on interpersonal interactions and thinking critically about which behaviours worked well and which did not **[Chapter 9: Culture, Gender, and Power as Factors in Mediation]** **Collective Culture:** A culture that **values the group over the individual** and emphasizes the importance of harmonious relationships within the group **Individualistic Culture:** A culture that **values the individual over the group** and tend to prize such qualities as independence, creativity, freedom of thought and expression, and authority in decision making **Demonization:** A disputants use of stereotypes to belittle, accuse, or attack the other party **Mediating Intercultural Conflict:** - - **Stereotypically:** - - **Power:** Ability to make someone think, believe, or behave in a way they would not voluntarily **Distributive Power (Either/Or):** Win or Lose **Integrative Power (Both/And):** Win- Win **Designated Power (Given):** Power that one party gives to another rather than keeping it for themselves **Other Power Forms:** Expert, Legitimate, Coercive, Reward, Referent, Network, Information, Resource **[Chapter 10: Community Mediation]** **Community Conflicts:** - - - - **Forms of Community Mediation:** Deals with issues like interpersonal disputes, neighbourhood disputes, community behaviour, estates, re-planning residential areas - - - **Stakeholders:** The people who have a stake in the outcome of a dispute **Rights-based approach:** Allowing the disputing parties to present their case before an authoritative third party who will decide the winner. **Power-based approach:** When people in authority use their power to resolve disputes **Preparing for a Community Mediation** 1. 2. 3. 4. 5. **[Chapter 11: Workplace Mediation]** **Business Organizations:** Structure, Culture, Rules, Regulations, Procedures **Typical Workplace Disputes:** - - - - - **Five Kinds of Conflicts:** Structural, Relationship, Interest, Data, Values **Traditional Conflict Approaches in Organizations:** - - **Interest-Based Conflict Approaches in Organizations:** - - **Organizational Culture:** Beliefs, assumptions, values held by organizational members. Highly resistant to change **Rationale for Employees:** Have expectations that employer's approach to conflict will be fair and effective **Rational for Employers:** Benefits include cost savings, greater productivity, increased employee morale **[Chapter 12: Restorative Justice]** **Alternative Dispute Resolution (ADR) Deals With:** Victim-Offender relationships, Rehabilitation of criminals, Treatment of community injuries suffered through criminal acts **Restorative Justice:** A philospohy that views harm and crime as violations of people and relationships. The goals is to restore people by repairing relationships, fixing damage and healing pain. It is future focused, with learning, healing and prevention as key goals **Victim-Offender Reconciliation:** Bring offenders face-to-face with victims with the assistance of a trained mediator, usually a community volunteer. - **Sentencing Circle:** A meeting of victims, offenders, their families and concerned community members, who gather in a circle at the post-conviction phase to discuss the impact of the crime and to work together to reccommend a restorative sentencing. (Indigenous) - **[Chapter 13: Mediation Across Disciplines]** **Critical Skills Education (Harvard):** - - - - - - - **Skills Policing:** - - - - - **Psychology (Lacking but needed in their education)** - - - **[Chapter 14: Professional Practice and Ethical Considerations]** **Codes of Conduct:** - - - **Mediation Codes:** - - - - **Provisions:** - - - - - - - - **The Agreement to Mediate** - - - - - - - -