1. Unit: Communication

2. Conflict is a normal part of daily life. Cannot avoid conflict Can learn methods in order to handle conflict in a constructive manner Heath care workers need to develop the skills to handle many different situations before they escalate

3. Conflict is common when there is a lack of good communication Many problems can be avoided by active listening Don’t judge the other person; try to understand the speaker’s experience, feelings, and point of view Make sure the speaker really knows you are listening Pay attention and use eye contact if possible Clarify anything you are not sure you understand by restating what you heard “What do you mean by…?” “So, it sounds like you are saying…”

4. 1.Is a voluntary process that allows you the mediator to help disputants work to resolve their conflict Mediatory – neutral third party Disputants – those who are in conflict Conflict – dispute between two or more people 2.Brings two people together in a safe and structured environment and helps them stay focused on finding a solution 3.Mediation is voluntary Both disputants must want to resolve the problem/conflict Mediators cannot force the disputants to mediate a dispute Mediators help the disputants realize it is in their best interest to resolve the dispute rather ignoring it

5. 4.Confidentiality You should never discuss with others what you hear in mediation Questions or concerns should be discussed with the mediation coordinator only 5.Resolution When disputants have successfully resolved or worked out an agreement The resolution is written down on an agreement form The agreement form is signed by all parties and kept on file with your mediation coordinator

6. Advantages of co-mediation Different mediators can offer a broader array of insight and understanding Mediators can split responsibilities Different mediators may use different skills and techniques Processing and feedback after the session helps mediators improve their skills Disputants may relate to one or the other of the mediators

7. Disadvantages of co-mediation Mediators may experience some degree of competition One mediator may attempt to dominate the process Role sharing can be awkward Mediators may have different idea about procedures

8. 1.Set the ground rules (verbal and non-verbal) No interrupting No name calling No put downs Tell the truth 2.Identify the problem or issue Let each person say what happened Focus on the problem Use active listening and “I” statements Avoid communication blockers

9. 3.Brainstorm for solutions Let each person suggest ways to solve the problem Listen to each other without judging Be willing to compromise 4.Choose a solution and agree upon it Consider all the options; evaluate the pros and cons Decide on one option that everyone can agree on

10. Designed to express and take responsibility for your feelings rather than blaming others Tell the person, “I have a problem…” Make non-threatening descriptions of the problem Tell the person how you feel about the problem Let reality be the disciplining agent by asking two questions: 1.If you continue your behavior, will it make our relationship better or worse? 2.Do you want our relationship to get better or worse?