Mediating for Resolution - Cutting Edge Communication Comedy Series

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’. She 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.

Key Learning Points

People in conflict have stopped listening. Mediators actively listen to overcome blocks.

MEDIATE FOR RESOLUTION

• 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

Comedy makes learning fun

This course is part of the Cutting Edge Communication Comedy Series, created by Psychologist Eve Ash and comedienne Erin Brown, starring Emmy-award winning Kim Estes. A powerful training series covering topics every workplace needs to address. Short, sharp and funny with simple messages and skills for everyone.

Cutting Edge Communication follows several characters through a landscape of social faux pas, insult and embarrassment. This series will amaze and enter-train, covering important lessons in human interaction, motivation, leadership, service, unprofessional behavior, apologizing, negotiating, stress, difficult people among many other workplace hot button issues.

Everyone will laugh and learn with these short episodes that highlight dos and don'ts. This Australian produced series was filmed on location in Los Angeles.