Conflict Resolution & Mediation Techniques Flashcards

An ombuds visitor is considering whether to file a formal complaint. The ombuds role in this decision is to:

Answer: Present all available options and their potential consequences without directing the visitor toward any specific choice

The ombuds is non-directive and empowers visitors to make their own informed choices by laying out all available options without steering them.

Which of the following is an example of a 'win-win' or integrative solution in conflict resolution?

Answer: Parties discover overlapping interests and craft a solution that fully meets both parties' core needs

Integrative solutions expand the pie by addressing underlying interests rather than splitting fixed positions, enabling both parties to achieve their core needs.

An ombuds visitor describes a workplace conflict in highly emotional terms. The ombuds BEST uses active listening by:

Answer: Reflecting the emotional content back to the visitor to demonstrate understanding before moving to problem-solving

Reflecting emotional content validates the visitor's experience and builds the trust necessary for effective problem-solving to follow.

The concept of 'principled negotiation' developed by Fisher and Ury recommends that negotiators focus on:

Answer: Interests rather than positions, and objective criteria rather than willpower

Principled negotiation in 'Getting to Yes' separates people from problems, focuses on interests over positions, and uses objective criteria to evaluate options.

A visitor comes to the ombuds with a conflict involving three colleagues simultaneously. The ombuds should FIRST:

Answer: Assess each dynamic separately and consider whether individual or group intervention is more appropriate

Multi-party conflicts require careful assessment of each relationship dynamic before deciding on the appropriate intervention format.

In ombuds practice, 'reality testing' during a coaching conversation means:

Answer: Gently helping the visitor examine the feasibility and likely consequences of their proposed course of action

Reality testing helps visitors evaluate whether their planned actions will achieve their goals and anticipate likely responses from the other party.

An ombuds working in a unionized environment should be aware that:

Answer: Some disputes may have formal grievance procedures that coexist with the informal ombuds process

In unionized settings, the informal ombuds process coexists with formal grievance procedures, and visitors should understand both options are available to them.