1008HSV Lecture Notes - Lecture 10: Third Position, First Position, Problem Solving
20 Jun 2018
School
Department
Course
Professor
1008HSV Interpersonal Skills
Week 10
Week 10
Mediation and revision!
Mediation
"A third person (an impartial or neutral party that assists the two or more people in
management of their conflict)!
"Structured, specific, safe!
"Help the other people come to their own decisions!
"Look at process of conflict rather than the content!
"Identifying whose information, and what information, is most important at each
time!
"Conflict management!
Before organising mediation
"Ensure all parties are willing to have a mediator!
"Be certain they know you are independent and unbiased!
"Arrange seating so there are no opposite sides!
"Clarify your role with participants when they arrive!
"Discuss their commitment to process!
"Request refrains from blaming, criticising, making demands!
During the process
"Facilitate process of identifying and choosing whose info is more important!
"Monitor balance between both parties!
"Summarise key points!
"Reflect!
"Encourage empathy!
"Be actively listening to all parties !
"Assist participants in framing, and sending direct, specific and concrete assertive
messages!
"Maintain positivity !
"Ask each participant to imagine a range of outcomes!
"Encourage participants to view the situation from the other persons perspective!
"Clarify and validate each different response and differences !
Concluding the process
"Note the agreements!
"Ask participants to decide hoe they can measure and review their agreement!
"Set processes in place to ensure that all parties adhere to agreement!
"Acknowledge participation of all parties !
"Celebrate conclusion of process!
Revision
"Second Position Skills
Blocks to Listening
The importance of empathic or attentive silence
Non-verbal behavior
find more resources at oneclass.com
find more resources at oneclass.com
Document Summary
A third person (an impartial or neutral party that assists the two or more people in. Help the other people come to their own decisions. Look at process of con ict rather than the content. Identifying whose information, and what information, is most important at each. Ensure all parties are willing to have a mediator. Be certain they know you are independent and unbiased. Arrange seating so there are no opposite sides. Clarify your role with participants when they arrive. Facilitate process of identifying and choosing whose info is more important. Assist participants in framing, and sending direct, speci c and concrete assertive messages. Ask each participant to imagine a range of outcomes. Encourage participants to view the situation from the other persons perspective. Clarify and validate each di erent response and di erences. Ask participants to decide hoe they can measure and review their agreement. Set processes in place to ensure that all parties adhere to agreement.
