1. © 2003, 2006 by Dana Mediation, Inc. All rights reserved. Welcome to... Managing Workplace Conflict The Managing Differences Seminar ™ Core Competencies for Prevention and Early Resolution of Workplace Conflict Core component of the MTI Training System 1

2. © 2003, 2006 by Dana Mediation, Inc. All rights reserved.

5. Step 1: Benchmark ~ Assess the problem Step 2: Train ~ Establish the core competencies Step 3: Coach ~ Support the learning Step 4: Enable ~ Remove the obstacles Step 5: Expertize ~ Train in-house experts Step 6: Systematize ~ Design your ADR system Step 7: Reassess ~ Compare to benchmarks The MTI Training System A cafeteria plan for strategic conflict management

6. © 2003, 2006 by Dana Mediation, Inc. All rights reserved. Step 1: Benchmark ~ Assess the problem Step 2: Train ~ Establish the core competencies Step 3: Coach ~ Support the learning Step 4: Enable ~ Remove the obstacles Step 5: Expertize ~ Train in-house experts Step 6: Systematize ~ Design your ADR system Step 7: Reassess ~ Compare to benchmarks The MTI Training System A cafeteria plan for strategic conflict management

7. © 2003, 2006 by Dana Mediation, Inc. All rights reserved. Step 2: Train ~ Establish the core competencies The MTI Training System A cafeteria plan for strategic conflict management Module 1: Necessary Knowledge Your mental map for effective action Module 2: Successful Conflict Conversations A core workplace competency: Self Mediation Module 3: Third-party Resolutions A core leadership competency: Managerial Mediation

8. © 2003, 2006 by Dana Mediation, Inc. All rights reserved. Step 2: Train ~ Establish the core competencies The MTI Training System A cafeteria plan for strategic conflict management Module 1: Necessary Knowledge Your mental map for effective action Module 2: Successful Conflict Conversations A core workplace competency: Self Mediation Module 3: Third-party Resolutions A core leadership competency: Managerial Mediation

9. © 2003, 2006 by Dana Mediation, Inc. All rights reserved. Goals 2 Necessary Knowledge 1.To learn to think strategically about conflict, rather than react blindly to it. 2.To create a mental map for using the communication tools you will learn in Module 2 and/or 3. What is conflict? A condition between people who are task interdependent, and where one or both feel angry, and find fault with the other, and use behaviors that cause a business problem.

10. © 2003, 2006 by Dana Mediation, Inc. All rights reserved. Topic Outline 4 Necessary Knowledge 1.The big picture The three conflict management systems The universal structure of conflict Professional and self-help mediation 2.Beyond common sense: The nature of conflict Discovering our Wrong Reflexes The Retaliatory Cycle Video: Seeing the cycle, defining conflict, recognizing its costs Levels of conflict 3.Why mediation works: The magic within the method The Conciliatory Cycle The Conflict Mountain The Forces toward Harmony A Paradigm Shift 4.Preparing to take action Successful Conflict Conversations (Module 2): Self Mediation Third Party Resolutions (Module 3): Managerial Mediation

11. © 2003, 2006 by Dana Mediation, Inc. All rights reserved. The Three Conflict Management Systems Necessary Knowledge The big picture The tip of the iceberg Atlantic Ocean near Newfoundland

12. © 2003, 2006 by Dana Mediation, Inc. All rights reserved. Formal system Grievance / ADR / experts / legal The Three Conflict Management Systems Necessary Knowledge The big picture The “tip of the iceberg” Automatic system Everyday conflict management and prevention using ordinary social skills Informal system Self-help mediation tools for prevention and early resolution:  Managerial Mediation  Self Mediation  Preventive Mediation CONFLICTSCONFLICTS 4

13. © 2003, 2006 by Dana Mediation, Inc. All rights reserved. Professional and Self-help Mediation Necessary Knowledge The big picture 6 Professional mediation Expert skills required Complex disputes Extensive training (40 hours minimum) Managerial mediation Fewer skills required Simple workplace conflicts Less training (7-11 hours) Self mediation Fewer skills required Interpersonal conflicts No third party Less training (7 hours) Preventive mediation No new skills required No disputes (conflict prevention) No off-line mediation event No additional training (10 minutes) The core skills, knowledge, and intervention techniques are nested within the outer mediation methods.

14. © 2003, 2006 by Dana Mediation, Inc. All rights reserved. Thank you for viewing the first few slides of the Managing Differences Seminar Series. Consider attending an upcoming Certification Conference in Managing Workplace Conflict. Click to visit the conference home page Or, become certified without traveling: Online Trainer Certification Thanks