Conflict Resolution Training

1. Leadership Development
within a Multicultural
Context
Quin Gonell
Nathan Jirka

2. Learning Outcomes
Learning Outcomes and goals
· Learn procedures related to on duty and on call responsibilities, front desk
coverage, and crisis management (Today’s Goal)
· Become well versed in campus resources, university housing, and campus safety
· How to design programs, events and learning opportunities for you floor
· How to maintain positive interactions among your residence hall neighbors
· Learn how to use program outcomes to support and resolve interpersonal
conflict
· Learn about the diversity and variety of student experiences that will be living
together in a tiny pressurized container we like to call residence halls.
Enforcing Rules to affect positive change in behavior.

3. Multicultural Training Revisited
Astin,
1993

4. Leadership in Multicultural and Interpersonal Environments
Being an RA is more than a free room and meals. If you are not invested in
the responsibility for the right reasons then you will fail yourself and and
your peers.
1. Alexander Astin’s Theory of
Involvement
2. Nevit Sanford’s Challenge and
Support Model
3. Lewin’s Equation:
behavior is a function of a person in their
environment

5. Behind Closed Doors Activity
Let these principles guide
you in developing a
resolution:
- Benefit others
- Promote justice
- Respect autonomy
- Demonstrate
trustworthiness
- Do no harm
- Enforce policy

6. 10 Tips on Responding to a Potential
Incident
● Acknowledge your authority
● Be professional
● Approach the situation calmly
● Do not take sides
● Don't be afraid to ask for help
● Investigate whether the situation is too big for you
to handle
● Consider the ethical standards
● Roommate contracts are great tools!
● Write an incident report if… (anything that should be
on the record, legal or potentially legal issue, violation
or potential violation of policy)
● Always follow up
Benefit others Promote Justice Respect Autonomy Demonstrate Trustworthiness Do No Harm

7. Scenario 1: Party
● What are the central issues?
● What resources would you employ in this scenario?
● What are some actions that you can take if residents
are in danger?
● What if they are not coherent enough to talk to?

8. Debrief
● What went well?
● What issues are presented by the case study?
● What standards relate to the situation?
● What are your possible alternatives?
● What is your plan of action?
● Explain how you were able to utilize the standards
in trying to determine a resolution.

9. Scenario 2: Roommate Conflict
● What were the central issues?
● What if you agree with one person vs. the other? How
do you keep your feelings out of the Situation and
remain an impartial mediator?
● What type of follow-up would be appropriate?
● What resources would you take advantage of?

10. Debrief
● What went well?
● What issues are presented by the case study?
● What standards relate to the situation?
● What are your possible alternatives?
● What is your plan of action?
● Explain how you were able to utilize the standards
in trying to determine a resolution.

11. Closure
What did we learn?
Final points…
Thoughts, Comments, Questions, Concerns?

12. Evaluation
Resident Assistant Evaluation of Training Event
Date:__________________
Session Name (Optional):________________
Presenter name(s):
Please rate the following questions on a scale of 1 to 5.
5 – Strongly Agree, 4 – Agree, 3 – Neutral, 2 – Disagree, 1 – Strongly Disagree.
I enjoyed the Session. 1 2 3 4 5
The presenters were informative. 1 2 3 4 5
This program personally benefited me. 1 2 3 4 5
I Felt Engaged and learned a lot 1 2 3 4 5
I feel prepared for RA duties after the session 1 2 3 4 5
What did you like most/least about the program?

13. Sources
Pope, R.L., Reynolds, A.L. & Mueller, J.A. (2004). Multicultural Competence in Student Affairs.
San Francisco, CA: Jossey Bass Publications
Reynolds, A. L. (2009). Helping college students: Developing essential support skills for student
affairs practice. San Francisco, CA: Jossey-Bass
http://www.pinterest.com/jbshighered/hall-staff-training-residence-life/
https://uhds.oregonstate.edu/intranet/files/Public/AHE%20199-
Introduction%20to%20Residential%20Education/Week%204/Cycle%20of%20Socialization%20-
%20Harro.pdf
http://www.heri.ucla.edu/PDFs/pubs/ASocialChangeModelofLeadershipDevelopment.pdf
http://www.elon.edu/docs/e-
web/students/residence_life/staff/Residence%20Life%20Professional%20Development%20Progra
m.pdf
http://www.acui.org/publications/bulletin/article.aspx?issue=49826&id=25945
http://aimho.org
Sue, Derald Wing; Capodilupo, Christina M.; Torino, Gina C.; Bucceri, Jennifer M.; Holder, Aisha M.
B.; Nadal, Kevin L.; Esquilin, Marta. Racial microaggressions in everyday life: Implications for clinical
practice. American Psychologist, Vol 62(4), May-Jun 2007, 271-286. http://dx.doi.org/10.1037/0003-
066X.62.4.271