Class 5: On The Way To Conflict Mastery

Question 1

Skill is a function of what two things?

Answer 1

Training and experience

Question 2

Attitude toward conflict is a function of what two things?

Answer 2

1. Your conflict preference

2. Culture/family/society

Question 3

What are the levels of conflict mastery?

Answer 3

1. Opportunist level (conflict is win-lose)
2. Rules level (rules that deal with fairness)
3. Self-aware level (skilled but lacking empathy)
4. Goal level (collaborative, empathetic, good with ambiguity and thick-skinned)

Question 4

Commitment or willingness to engage in conflict is a function of what four things?

Answer 4

1. Mood
2. The skill of the other party in comparison to your own
3. Specifics and stakes
4. Your role (is it expected of someone with your job?)

Question 5

Mediation is also known as __________________

Answer 5

ADR - Alternate Dispute Resolution

Question 6

What are the 10 steps of the mediation process?

Answer 6

1. Solicit each party’s story
2. Uncover interests
3. Frame the problem
4. Generate options
5. Evaluate options
6. Select option(s) and form interim agreement
7. Address issues requiring further discussion
8. Make a final summary statement
9. Confirm agreement and commitment
10. Identify any unresolved issues and agree on next steps