Conflict Management

Question 1

STRATEGIES FOR CONFLICT MANAGEMENT INFORMAL FACILITATION

Answer 1

Standard interpersonal communication skills:

1. i) Listen Well. Be patient and a careful listener.

• ii) Use assertiveness in stating one’s goals and question others directly and diplomatically.
• iii) Attempt to build empathy in all parties for other’s goals and feelings. Many individuals need to express themselves, feel heard, and believe that someone else understands their view.
• v) Summarize the agreements and provide oversight to assure they are carried out. iv) Play an important role in modelling and setting the process for conflict resolution

Question 2

NEGOTIATION

(land agents role)

a) This is characterized as “friendly rivals.”
i) The emphasis is on the exchange of proposals and counterproposals to find a mutually satisfying settlement.

Answer 2

b) Process/Procedure:
i) Point out joint decision-making opportunities, with an emphasis on decision making.
ii) Encourage the use of “We” vs.“you” or “they” language.
iii) Point out common interests and grounds, thus placing the focus on interests and goals, not on individual positions.

Question 3

MEDIATION

Answer 3

a) This negotiation is facilitated by a neutral third party who has no authoritative decision-making power in the conflict.
b) This person should be a trained mediator.

Question 4

OMBUDS PROGRAM

Answer 4

a) This involves a person who is a combination of an informal facilitator, negotiator and mediator.
b) This is an independent high-level person whose job it is to receive complaints, question both parties, conduct fact-finding, and help parties look at many perspectives in order to generate possible options. He or she makes recommendations and work with disputants to solve the problem.

Question 5

ARBITRATION

Answer 5

a) This involves a neutral third party who makes decisions when the parities in conflict cannot reach resolution.
b) This is a more formal process, but is less involved than a court proceeding.

Question 6

ARBITRATION

a) i) ii) d) There are two types:

Answer 6

1. Binding arbitration: Both the complainants must abide by the arbiters findings.
2. Advisory arbitration: A recommendation is made by the arbiter, and may or may not be accepted by the parties. This usually involves hiring an attorney.