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Conflict Resolution and Mediation

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					Conflict and

 GHD Training
           Defining Conflict
Merriam-Webster’s Collegiate Dictionary
Pronunciation               Function
\ˈkän-ˌflikt\               noun
    – Middle English, from Latin conflictus act of striking together, from
       confligere to strike together, from com- + fligere to strike — more at
Date: 15th century
1: fight, battle, war <an armed conflict>
2 a: competitive or opposing action of incompatibles
   : antagonistic state or action (as of divergent ideas, interests, or
   persons) b: mental struggle resulting from incompatible or
   opposing needs, drives, wishes, or external or internal
3: the opposition of persons or forces that gives rise to the
   dramatic action in a drama or fiction
       Defining Conflict
Conflict and specific conflicts are seen by us
 through our culture’s worldview and our own
  – includes definitions of ―good‖, ―bad‖, ―right‖ and
       Conflict Exercise
• In this room there are probably varying
  degrees of what conflict is, how it is handled
  and how people react to it

• For each ―conflict‖ shown next, rate it on your
  personal scale from 1 to 5-
  – 1 being not a big deal, very little emotion and 5
    being a big deal with lots of emotion involved
• What types of responses did you have to some
  of the pictures?
• Were there pictures that were more personal to
  you? Did that effect your rating?
• How can ―minor‖ conflicts like some of these
  get out of control between roommates? Best
  friends? Fellow GHDs and CAs?
           Types of Conflict
• There is a perceived breach of faith and trust between
• There is unresolved disagreement that has escalated to an
  emotional level
• There is miscommunication leading to unclear expectations
• There are personality clashes
• There are differences in acquired values
• There is underlying stress and tension
• There are ego problems
• There are combinations of the above
How can we categorize the conflict pictures?
All of these types of conflict will pop-up throughout life

College is hopefully where life lessons are taught-in the
  classroom and out of the classroom

Since not all time is spent in the classroom during
  college…where else might these conflicts occur….??
In our Residence Halls!
     Conflict Resolution
• Conflict Resolution happens in one of two ways:
   – Conflicting parties come together to work out their
     differences together
   – A third party may come in to help resolve differences
• GHDs & CAs as conflict facilitators
   – Very similar to mediators
   – Your goal- “to get people to express their views and
     listen to one another in the hopes of finding common
     ground to achieve a solution” (Illinois State University, 2004)
   – Used as part of the Room Change Process
   Conflict Resolution

―Resolving Conflict between Roommates‖

  Refer to your handout as the skit plays out
Your Hats as Facilitator

• The legitimatizer
  – You can provide a safe mechanism through which roommates can air
    differences without losing face by directly approaching each other.
• The opener of communication channels
  – When roommates are not talking to each other for various reasons
    (emotional heat, hostile actions, etc.), you can open channels of
    communication and get them talking to each other.
• The translator and transmitter of information
  – Sometimes roommates may be talking to, but not understanding, each
    other. They may come from different backgrounds or cultures, or they
    simply may perceive the problem differently. You may then act as a
    translator, transmitter, and clarifier of information.
Your Hats as Facilitator
• The facilitator
   – If the roommates are talking but not getting anywhere, a
     third party offering skills in conflict resolution will
     facilitate the flow of feelings and information. You can also
     facilitate resolution of the problem simply by keeping the
     discussion flowing and by helping to maintain a good
     perspective on the goals of the mediation.
• The trainee
   – One of the most important functions you can serve as
     mediator is to explain the mediation process involved
     within the framework of the particular conflict situation.
• The resource expander
   – Often the roommates in conflict do not have access to
     information on how to get specialized help, if needed, in
     resolving their conflict. You can serve as a link to the
     necessary resource people.
 Your Hat as Facilitator
• The agent of reality
   – As the conflict nears resolution, it is your job as mediator
     to help the roommates to perceive each others needs.
• The scapegoat
   – You may serve as someone to blame for the roommates'
     mutual dissatisfaction with the results.

             “And will you succeed?
          Yes indeed, yes indeed!
            Ninety-eight and
  three-quarters percent guaranteed.”
Moore, Leila V. (2000) Managing conflict
  constructively. In M.J. Barr & M.K. Desler
  (Eds) The handbook of student affairs
  administration (2nd ed, pp. 393-409) San
  Fransisco: Jossey-Bass Publishers.
A Guide on the Mediation Process for Resident
  Assistants at Illinois State University.(August
  2004) Dean of Students Office Illinois State