Appropriate Dispute Resolution for Small (and Big!) Business

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Appropriate process for resolving disputes; between businesses, between business and customer/client, or between community members.

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Appropriate Dispute Resolution for Small (and Big!) Business

  1. 1. Appropriate Dispute Resolution for Small (and Big!) Business Ben Ziegler (Collaborative Journeys Mediation Services)
  2. 2. Conflict is normal
  3. 3. Disputes happen
  4. 4. B-2-B B-2-C C-2-C
  5. 5. Disputes about…
  6. 6. The stakes… relationships decisions $$$
  7. 7. What to do?
  8. 8. Resolve disputes appropriately They I We We + Who decides?
  9. 9. I decide
  10. 10. Self-assess
  11. 11. We decide
  12. 12. Get together
  13. 13. Peel the onion Try understand each others’ needs
  14. 14. Focus on positive Many : 1
  15. 15. Reframe conflict …and change the game
  16. 16. Find common ground Balance me AND we
  17. 17. A3 rd party neutral facilitates negotiation
  18. 18. 3rd Party monitors: relationship process content
  19. 19. 3rd Party makes it… safe to engage
  20. 20. Bring in the 4 th Party 4th Party (ICT toolkit) when location matters
  21. 21. They decide
  22. 22. 3rd Party Ruling Crowd Wisdom
  23. 23. Questions?
  24. 24. Contact: Ben Ziegler 1.250.516.3936 ben@collaborativejourneys.com
  25. 25. Photo Credits: Tigers: http://www.flickr.com/photos/tambako/3753870273/sizes/l/in/photostream/ Self assess: http://www.flickr.com/photos/e3000/ Coffee: http://www.flickr.com/photos/marfis75/2939337382/ Onion: http://www.flickr.com/photos/darwinbell/303893039/ All other photos/images under license

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