Mediating for Resolution - Interactive
People in conflict have stopped listening. Mediators actively listen to overcome blocks. This interactive course is designed to help teams work together more cooperatively by resolving and mediating conflicts, and developing powerful strategies to improve their collaboration.
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
- 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 interactive course is part of the popular Cutting Edge Communication Comedy Series created by Psychologist Eve Ash and comedienne Erin Brown starring Emmy-award winning Kim Estes. This powerful training series follows several characters as they battle challenges, negotiate conflicts and learn from mistakes about professionalism, leadership, communication and safety. This Australian produced series was filmed on location in Los Angeles.
