Welcome to the San Francisco Bay Area Aspirant Website

Contents

• Conflict Resolution Concepts
• Steps for Mediation
• Six Approaches to Handling Conflict
• Facilitating and Leadership Styles
• Going Up the Conflict Escalator
• Coming Down the Conflict Escalator

I.      Introduction

1.    Introduce yourselves as mediators.

2.    Ask those in the conflict if they would like your help solving the problem.

3.    Find a quiet area to hold the mediation.

4.    Ask for agreement to the following:

• Try to solve the problem                             • no name calling

• no interrupting                                             • keep it confidential

II.         Listening

5. Ask the first person, "What happened?" Paraphrase.

6. Ask the first person how s/he feels. Reflect the feeling.

7. Ask the second person to describe what happened. Paraphrase.

8. Ask the second person how s/he feels. Reflect.

III.         Looking for solutions

9.    Ask the first person what s/he could have done differently. Paraphrase.

10.   Ask the second person what s/he could have done differently Then Paraphrase.

11.   Ask the first person what s/he can do here and now to help solve the problem. Paraphrase.

12.   Ask the second person what s/he can do here and now to help solve the problem. Then paraphrase.

13.   Use creative questioning to bring disputants closer to a solution.

IV.        Finding Resolutions

14.   Help both disputants find a solution they feel good about.

15.   Repeat the solution and all of its parts to both disputants. And ask each person if they agree.

16.   Congratulate both students on a successful mediation.

17.   Fill out a mediation report form.