1. October 2008California CSDA Conference1 The Problem-Solving Child Support Lawyer: Oxymoron?

2. October 2008California CSDA Conference 2 Oxymoron? No, but We all have bad days We all can improve our interactions with customers and coworkers Face it – we all have stories about problem-creating lawyers

3. October 2008California CSDA Conference 3 What we’re talking about Case studies taken from real life experience Interactive discussion about What went wrong Effective problem-solving skills How to do it right

4. October 2008California CSDA Conference 4 Case study #1 “I’m a lawyer and you’re not”

5. October 2008California CSDA Conference 5 What went wrong? Status challenged Focus away from solution Learning opportunity missed What else?

6. October 2008California CSDA Conference 6 Problem-solving skills Recognize and acknowledge status Identify purpose of the conversation The Big Picture: CB’s 1 st Principle of Child Support: Anybody can get a child support order. The trick is to get a child support that PAYS. © Ask, don’t tell

7. October 2008California CSDA Conference 7 How do to it right True teamwork Open communications No questions are stupid Eyes on the prize What else?

8. October 2008California CSDA Conference 8 Case study #2 Let me tell you what the law says. Now, the Magna Carta was promulgated in 1215 and…..

9. October 2008California CSDA Conference 9 What went wrong? Over-communication = NO communication Focus on lawyer, not on problem Disrespects time constraints and workload of others Possible status issue? What else?

10. October 2008California CSDA Conference 10 Problem-solving skills What problem are we trying to solve? Set limits on interaction Refocus with respectful interruptions Summarize, reframe, confirm

11. October 2008California CSDA Conference 11 How to do it right Structured meetings Active listening Focus on a response that educates What else?

12. October 2008California CSDA Conference 12 Case study #3 The law says you can’t. Period.

13. October 2008California CSDA Conference 13 What went wrong? Real problem remains unknown No solution offered Drew a line in the sand Expertise used as a cudgel or smokescreen What else?

14. October 2008California CSDA Conference 14 Problem-solving skills Separate people from the problem Identify interests, not positions Develop options Ask, don’t tell Build a bridge over a line in the sand

15. October 2008California CSDA Conference 15 How to do it right Appreciate each person’s contribution Create choices, not demands Focus on the Big Picture Choose real battles What else?

16. October 2008California CSDA Conference 16 Problem-solving contributes to World Peace

17. October 2008California CSDA Conference 17 Resources Fisher, Ury, & Patton, Getting to Yes (2d, 1991) Fisher & Shapiro, Beyond Reason (2005) Fisher & Sharp, Getting It Done (1998) Goleman, Working with Emotional Intelligence (1998) Moore, The Mediation Process (3d revised, 2003) Stone, Patton, & Heen, Difficult Conversations (1999)

18. October 2008California CSDA Conference 18 Contact information Linda Rovito Orange County Child Support 714/347-5927 l.rovito@css.ocgov.com Cynthia Bryant 512/970-2270 cbryant@law.utexas.edu