Mediating for Resolution

Key Learning Points

• DON’T: Take sides and assume
• INSTEAD: Listen supportively to both parties
• DON’T: Allow emotions to escalate
• INSTEAD: Control respectful exchanges
• DON’T: Bulldoze with your opinions
• INSTEAD: Use questions to clarify and summarize
• DON’T: Leave problems unresolved
• INSTEAD: Facilitate solutions and agree actions

Synopsis

Learn excellent skills for controlling respectful exchanges and facilitating solutions.

Alex and Sam are in dispute. Alex is incensed that Sam has rewritten her press releases. Sam argues that she is not putting in the correct information as per company policy. Carol is called in to try and resolve their clash but uses a game show technique to work on the ‘resolution’ – but soon loses patience. A busy Marcus steps in, offers a limited time and asks Alex and Sam in turn to respectfully listen to each other and give their side of the story. He listens actively for what’s behind their assertions, asking each to come up with a solution to the problem that respects the other’s needs (and area of expertise). Marcus controls the discussion – who is talking at any one time and what is being covered. He summarizes a position that is largely acceptable to both. He then asks them to write a statement (which he will review) acknowledging the other’s problem with the issue and detailing how each will go about minimizing the potential for conflict in future. Alex and Sam quietly (but slightly grudgingly) agree to this.

Cutting Edge Communication training videos are designed to provoke discussion and response. Contemporary, fast paced, short, character driven, sitcom-style comedies, these courses take an innovative approach to reaching today's learners. Through laughter, discussion and reaction, we can all develop a more transparent and shared vision of how we wish to behave, how we manage ourselves, and how we cooperate with others.

While some find them insensitive or even outrageous, the vast majority of viewers and participants have found them to be refreshing, stimulating and ideal for injecting energy and enthusiasm back into learning.

For information on other titles in the Cutting Edge Communication Series, please CLICK HERE.

Languages Available (sold separately): English

A 7 Dimensions release