This document discusses conflict management skills for mediators. It explores managing resource-based and value-based conflicts and the different conflict modes people use. Key points include taking time in conflicts, creating a safe environment, listening actively, separating people from problems, and considering one's own conflict mode preference. The mediator's style and preferred conflict mode could influence the mediation outcome and co-mediation situations. Effective conflict management in mediation provides clarity, builds cooperation, and results in issue resolutions.

2. Who is this HandWho is this Hand
guy????guy????
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3. Session ObjectivesSession Objectives
 Share thoughts for mediators to consider in
managing conflict
 Explore conflict related to resource vs. value-based
 Consider the conflict mode of the mediator in
relation to the mediation process
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4.  Conflict is inevitable
 Conflict is seldom resolved or ended, but it can be
successfully managed.
 Conflict is situation in which one’s wishes differ
from those of another
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What is Conflict?

5. Conflict TypesConflict Types
 What is:
 Resource vs. Value-based conflict?
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6. Which is Which?Which is Which?
 Scarcity of: time, money and/or
people,
 Unmet expectations
 Unaligned goals/beliefs
 Attempt to occupy same space at
same time
 Poor Communication
 Weak leadership
 Lack of supplies
 Disrespect
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7. Resource vs. Value-Based Conflict
 Value-Based – parties fail to understand each other’s
normative convictions and arguments about what is
appropriate, reasonable or just in a particular situation
(De Dreu, 2014).
 Resource-Based – parties experience an indiscriminate
or unfair scarcity of resources (De Dreu, 2014).
De Dreu, C. K. (2014). How values change a conflict. In Social conflict within and between groups. London:
Psychology Press.
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8. Thought #1Thought #1
Managing ConflictManaging Conflict
 Take time in conflict situations
 Create safe environment for
parties to be open
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9. Conflict is managed effectively during MediationConflict is managed effectively during Mediation
when…when…
 Clarity of important issues
 Causes authentic conversation
 Helps release emotion, anxiety, and stress
 Builds cooperation between parties
 Develops self awareness and reflection
 Results in resolutions to issues
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10.  Otherwise
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11. Conflict is managed ineffectively during MediationConflict is managed ineffectively during Mediation
when…when…
 Takes attention away from process
 Undermines morale
 Polarizes parties involved
 Reduces cooperation
 Leads to irresponsible and harmful behavior
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12. In small groups –In small groups –
Consider your managing techniquesConsider your managing techniques
 Identify when conflict
management was
ineffective.
 How did you manage the
process as mediator?
Examples of what
happened? What was done
to course correct?
 When process was going
effectively – what was
happening? – what were
you doing in your role?
 Site examples of what it
looked and felt like in the
room.
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13. Avoid
Defensiveness
and
Assumptions
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Thought # 2
Managing Conflict

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15. Conflict Management Skills - Dan
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Module 2: Organization Development
Transparency 15
I take ACTIONS based on my beliefs
I adopt BELIEFS
I make ASSUMPTIONS
I add MEANINGS
I select DATA
Observable “data” and experiences
The Ladder ofInferenceThe Ladder ofInference
The Reflective
Loop:
Our beliefs affect
what data we
select nexttime.

16. https://www.youtube.com/watch?v=UzzMir7zbN4
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17.  Bottom line
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18. Conflict Management – Thought #3Conflict Management – Thought #3
 Listen Actively
 Encourage parties to Focus
on interests not positions
 Separate people from the
problem
“What I think I heard you say”
Repeat back
“Position is something you
decided; interests are what
caused you to decide your
position”
“Deal with people as humans
and problems as things”
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21. Conflict Modes
Cooperativeness
low
low high
high
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22. Avoiding
“I’ll think about it tomorrow”
Issues of Low importance
Reducing Tensions
Buying Time
Lower Power
Allowing Others to do so
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23. Collaborating
“Two heads are better than one”
Integrating solutions
Learning
Merging Perspectives
Gaining Commitment
Improving Relationships
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24. Competing
“My way or the highway”
Quick Action
Unpopular Decisions
Vital Issues
Protection
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25. Creating Good Will
Keeping Peace
Retreating
Low Importance
“It would be my pleasure”
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26. Compromising
“Give a little – Get a little”
Solutions under pressure
Moderately important
Labor-Management Bargaining
Temporary settlements
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27. 5 Conflict Modes
Compete Collaborate
Avoid Accommodate
Compromise
Cooperativeness
low
low high
high
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28. Have you considered your Conflict ModeHave you considered your Conflict Mode
preference?preference?
 How could one’s preferred conflict mode influence
your Mediating Style?
 How might your style effect/influence the Mediation
outcome?
 How might your preferred conflict mode
effect/influence a co-mediating situation?
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29. Session thoughts????Session thoughts????
Agree or Disagree????
 1) Mediated cases may involve either resource or
value-based conflict or some combination thereof.
 2) Based on the mediator’s preferred conflict mode
there could be an affect on the mediated outcome
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30. In Conclusion
 Manage process and pace. Create a safe
environment
 Help participants to avoid: defensiveness and
making assumptions
 Listen actively, encourage participants to focus on
interests and separate person from problem
 Consider one’s conflict mode preference in
managing the mediation process
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31. For more Info contact:For more Info contact:
dhand@handandassociates.orgdhand@handandassociates.org
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