Power workshop: Conflict resolution through mediation methods

The basic attitude of the conflict resolvers:in

• Am I an arbitrator or judge, etc.?
• Do I support the resolution of a conflict? Am I neutral and without judgment?
• Who is responsible for the solution?

Dealing with possible role conflicts of the conflict resolvers:in

• What roles do I have in the company?
• What are the challenges of each role when I am called upon to resolve a conflict?
• How do I deal with it?

Classify conflicts and the importance of classification before dealing with the conflict

• Recognize which level of conflict is present.
• Determine the optimum procedure from the classification.
• Recognize and respect your own limits.

Forming working alliances for dealing with conflicts

• As a conflict resolver: establish and maintain an open, trusting working environment.
• Create a space of trust and transparency for the parties to the dispute.

Basic methods in communication, especially with regard to conflict resolution

• Active listening.
• Paraphrase.
• Looping.
• Mirror.

Practical and pragmatic methods for conflict resolution

• Suitable communication methods.
• Scheme of conflict resolution.
• Windows 1, Windows 2 method.
• From position to common interest.
• From a common interest to a common solution.
• Worst Alternative to a Negotiated Agreement (WATNA), Best Alternative to a Negotiated Agreement (BATNA).

Bringing the conflict resolution to a successful and sustainable conclusion

• The parties provide support in the formulation of the "contract".
• Appreciate the "conclusion of the contract".
• Monitor possible milestones in the contract.