The document provides guidance on conducting conflict resolution mediation. It outlines the key steps to take which include: being prepared, establishing ground rules and roles, defining the issue, reviewing the issue, generating a solution, writing an agreement, and following up. The goal of mediation is to help the parties discover and define the issue and create a fair solution. Maintaining objectivity and setting the right tone are important for an effective mediation.

1. Conflict Resolution
Todd Long

2. Conflict Resolution Content
• Overview of Conflict Resolution
• Being Prepared
• Establishing the Ground Rules and Roles
• Defining the Issue
• Reviewing the Issue
• Generating a Solution
• Writing the Agreement
• Following Up
• Case Studies

3. Conflict Resolution Overview
• Conflict Resolution is one of the most common issues
in Student Housing. Anytime there is a clash of
ideologies or beliefs, there is bound to be conflict.
• The goal of conflict resolution/mediation is to discover
and define an issue between two parties and helping
to create a fair, workable solution.
• What makes conflict resolution/mediation difficult is
maintaining objectivity when defining an issue.
• Mediation can be very therapeutic, or highly
destructive. It all depends on the tone and atmosphere
set by the mediator.

4. CONFLICT RESOLUTION: BEING
PREPARED
Section 1

5. Conflict Resolution: Being
Prepared
• Have a game plan or strategy prior to entering into
mediation. Bring another staff member if you feel the
situation calls for it.
• Select a neutral location (ex. Living room of resident’s
unit, empty office in your school, etc.) and allocate
seating.
• Come in clear of any bias.
• Bring any notes or documentation about the room or
the event to be tackled.
• Make sure to bring paper, pens, or pencils. Don’t be
afraid to take notes and pause the discussion to ensure
accurate notes.

6. CONFLICT RESOLUTION: ESTABLISHING
GROUND RULES AND ROLES
Section 2

7. Conflict Resolution: Establishing Roles
Mediation can be very therapeutic, or highly
destructive. It all depends on the tone and
atmosphere set by the mediator. Another
issue that plagues mediators is the
unrealistic expectations set by the parties in
mediation.
First things first, introduce yourself to the parties.
If you have a co-mediator introduce them as
well. Be sure to welcome everyone warmly
to the resolution meeting. Mediation can be
either voluntary or mandatory, so be sure to
thank them for attending.
Next, clearly explain why you are here. Make
sure both parties know that you are not here
to decide who is right and who is wrong.
Your goal should be to define the issue and
come up with a suitable solution that both
parties can agree on. As an RLC/DoH/DoSA,
your goal may be to establish who is right or
wrong. If that is the case, make that goal
clear to each party.
Notes
• Introduce yourself and your co-mediator if
needed
• Welcome everyone to the meeting
• Stay Positive
• Thank both parties for attending
• Explain your role as a mediator, facilitator, or
judge as need be
• Explain your desired result and the process
by which you intend to accomplish it.
• Check for understanding and proceed
• Be honest and upfront about your intentions

8. Conflict Resolution: Establishing
Ground Rules
Once the introductions and roles are established for the
mediation, it is time to set the ground rules. The
rules of this mediation and how they are enforced
will dictate the course of the meeting. One thing to
remember is that you represent the Art Institute
and EDMC as a whole. Your tone and word choice
must remain professional and consistent
throughout the mediation.
Arrange seating so that each party can clearly see and
hear each other and you can clearly be seen and
heard. Also, make sure everyone is on an equal
level. For example, if one party is sitting on a higher
plane, it will feel as though they are talking down to
each person they speak to. This usually causes the
lower party to feel inferior and become defensive.
Remember that all things stated in this meeting are
confidential and can only be shared with your
supervisor and staff.
When enforcing the rules you set, make sure to enforce
them fairly. Don’t allow any inconsistencies or
biases to deteriorate your progress.
I have several suggestions for ground rules listed, but you
can tailor your rules to match your environment and
students.
Notes
• Establish Ground rules
• You Represent the Art Institute and EDMC, you
have to remain professional
• Arrange seating so everyone is visible and
audible. Make sure all participants on an equal
level
• Remember that everything in this meeting is
confidential. Only you, your supervisor, and
your staff (as needed) will know this information
• Enforce all rules equally and fairly
• My Ground Rules
– One person speaks at a time
• Meaning no side conversations or interruptions
– Be Respectful
– No Physical violence
• Be mindful of aggressive body language or tone
– No insults or name-calling
• This includes scoffing or side remarks
– BE HONEST, BE HONEST, BE HONEST
• The notes from this mediation will not be shared
outside the Housing/Student Affairs Staff

9. CONFLICT RESOLUTION: DEFINE THE
ISSUE
Section 3

10. Conflict Resolution: Defining the Issue
Now that the room, rules and roles are set, we
can start to dissect the issue. Allow time for
each party to go through the issues they
want to discuss. Make sure to ask for clarity
on anything you need more information on.
Even if you know what the issue you are
tackling is, ask each party what issue you are
helping to solve.
Once you have each side’s concerns
documented, restate all the facts in your
own words. Make sure to ask if there is any
more information to be presented before
progressing to the next party’s story.
Ask each party to discuss their thoughts and
feelings about the stories presented. Allow
for small controlled conversation between
parties about their feelings toward the story.
Once that conversation is complete, reflect on
both story responses in your own words, and
get clarity as you progress through your
reflection.
Notes
• Ask both parties to go through the issues
they want to discuss. Even if you know what
the issue(s) are, ask again for clarity
• Restate the facts from each story in your
own words
• Ask both parties their thoughts and feelings
on the stories presented
• Restate the feelings of each party in your
own words

11. CONFLICT RESOLUTION: REVIEW
ISSUES
Section 4

12. Conflict Resolution: Review Issues
Once both statements/stories
and each party’s responses
are recorded, summarize
the main points of each
statement and their
corresponding response.
Check and make sure that all
statements made by both
parties were heard correctly
as you summarize the
points. As you review the
main points and responses,
note any similarities
between the groups.
Notes
• Check to make sure what was said was heard
correctly
• Review the main points and note similarities
between each party
• Make sure nothing was left out of each story

13. CONFLICT RESOLUTION:
GENERATING A SOLUTION
Section 5

14. Conflict Resolution: Generating A
Solution
Generating a solution is all about
compromise. You will need to take
both statements and create a fair
solution that both parties can agree
to.
Start by asking each party what they see
as a fair solution. Encourage them to
suggest more than one idea. Don’t
allow any ideas to be turned down.
As you are receiving suggested
solutions, assist both parties reach a
solution that is fair.
The ideal solution has to be Realistic for
both parties. It also, has to be very
Specific in its terms and requirements
for both groups. Lastly, it has to be
Balanced, requiring equal effort from
both parties.
Notes
• Be prepared to compromise and keep an
open mind
• Allow both groups to suggest possible
solutions. Don’ let any suggestion be turned
down.
• Out of the suggestions and your own ideas,
refine the potential solutions to make sure
they are Realistic, Specific, and Balanced

15. Conflict Resolution: Generating A
Solution
Next, summarize all components of the
agreed upon solution and review it
for clarity and accuracy. Once the
solution is clearly defined, ask each
party how they will hold each other
accountable for the agreement.
Make sure that you take notes from
each party on how accountability will
be held.
Lastly, you will want to establish what
the process and possible
ramifications will be if either party
violates the agreement. If a party
violates the agreement, establish a
plan of action for who will be first
notified and how. Don’t hesitate to
ask another staff member (RA, RLC,
DOH, DoSA) for more information
about the Code of Conduct.
Notes
• Summarize the agreed upon solution
• Determine how each party will hold each
other accountable for the terms of the
agreement
– Take detailed notes for each side
• Determine what happens if either party
violates the agreement.
– Set the Plan of Action for who will be notified
• EX. Violating party is reported to an RA or RLC with
supporting documentation. The RLC or DoH decides
the appropriate action. Notification of the action is
delivered to the violating party.

16. CONFLICT RESOLUTION: WRITING
AN AGREEMENT
Section 6

17. Conflict Resolution: Writing An
Agreement
• Writing the agreement is the penultimate
step to resolving a conflict. Most, if not all, of
the agreement has been established through
the other steps in the process. Make sure to
write the agreement using the specific
language used during the resolution
meeting. Once you have finished writing the
agreement, read it aloud for accuracy and
validation. Then, have both parties sign and
date the agreement. Finally, thank both
parties for their time, effort, and
cooperation, and report the outcome of the
meeting to the appropriate staff members.
You will want to make sure each party has a
copy of their agreement for future reference.
You can type it and email it, scan it and copy
it, or both.
Notes
• Write the terms of the agreement down
using the specific language used throughout
the meeting
• Read it aloud for accuracy and validation
• Have both parties sign and date the
agreement
• Thank both parties for dedicating their time
and cooperating
• Update you staff and supervisor on the
outcome.
• Print and/or email a copy of the agreement
to each person involved in the resolution

18. CONFLICT RESOLUTION:
FOLLOWING UP
Section 7

19. Conflict Resolution: Following Up
Periodically, over the next few days and weeks, check
in on both parties individually and collectively. You
want to make sure each party is holding up their
share of the agreement. These follow-ups can and
should be scheduled in intervals. For example, after
the agreement is finished, schedule a follow-up for a
week later. If you have a follow-up meeting and the
situation is improving, then the number of follow-up
meetings should decrease over time. However, if the
situation is declining, rework the agreement with
both parties to create a better solution.