This document discusses crisis management and how to solve problems like a trained moderator. It describes the moderator process, which involves exploring the facts, points of view, and interests of conflicting parties. The moderator helps the parties find options and negotiate solutions by focusing discussions on mutual understanding rather than individual standpoints. The document concludes that crisis management and conflict resolution through moderation can help move discussions from fighting to finding peace.

1. CRISIS MANAGEMENT
SOLVING PROBLEMS LIKE A TRAINED
MODERATOR
Elly Scheepers
PR en Marketing Multi District The
Netherlands
Pre Convention Atlanta June 9, 2017

2. CRISIS MANAGEMENT
• SITUATION
• 2 PARTIES OR MORE
• MISCOMMUNICATIONS
• MISUNDERSTANDINGS
• CONFLICT
• DISPUTE
• EMOTIONS

3. WHY: LIKE A TRAINED MODERATOR?
• WORK RELATIONSHIP
• TRUST
• IMPARTIAL
• MOTIVATION
• INVOLVEMENT
• COMMUNICATIONS
• IMPROVE
• EMOTIONS
• PROCES

4. THE PROCES OF MODERATION
Facts Paul skipped school
Points of view
Karen: “Paul is going home “
Doris: “Paul can stay”
Explore trustworthy partner, no
failure
Options real issue, trust, respect,
understanding
Solution
s
apology, language lessons
How far can you go ?
Agreeme
nt
mutu
al
Negociation
s

5. TO THE WORKSHOP- ROLES
• PARTY 1 GREEN
• PARTY 2 RED
• REPORTER YELLOW
DESCRIPTION OF THE SITUATION
• OBSERVER
• DISCUSSION BETWEEN PARTY 1 AND 2.

6. STOP AND FOCUS
• ARE YOU CONCENTRATING ON THE FACTS?
• ARE YOU STICKING TO YOUR POINTS OF VIEW?
• …
• ARE YOU FOCUSING ON
• WHAT IS YOUR INTEREST/ WHAT IS IMPORTANT FOR
YOU?
• WHAT ARE YOU OPTIONS?
• WHAT ARE POSSIBLE SOLUTIONS?
• NEGOCIATIONS

7. BACK TO THE WORKSHOP – ROLES
• DESCRIPTION OF THE SITUATION YELLOW
• PARTY 1 GREEN
• PARTY 2 RED
• REPORTER
• OBSERVER HELP
• FROM STANDPOINT TO NEEDS/ WISHES

8. CONCLUSIONS
From point of view
to mutual understanding
Crisis management & conflict
resolution
Fight … or … Peace