Conflict Resolution & Mediation Techniques Flashcards

Which of the following BEST describes 'transformative mediation' as distinct from evaluative mediation?

Answer: Transformative mediation focuses on empowering parties and improving their relationship, not just producing a settlement

Transformative mediation (Baruch Bush & Folger) prioritizes party empowerment and recognition over settlement outcomes, aiming to transform the quality of the interaction.

An ombuds visitor refuses to consider any resolution that does not include a formal apology from the other party. The ombuds should:

Answer: Explore why the apology is important to the visitor and help them consider whether alternative acknowledgments might also meet their underlying need

Understanding why an apology matters reveals the underlying need—recognition, dignity, accountability—which may be met in multiple ways.

The 'iceberg model' of conflict suggests that visible conflict behaviors are supported by:

Answer: Hidden layers including values, beliefs, fears, and unmet needs that drive surface behaviors

Like an iceberg, most of the conflict energy lies below the surface in emotions, values, identity needs, and history that are not immediately visible.

When a conflict involves strong emotions, an ombuds should recognize that emotions in conflict resolution are BEST understood as:

Answer: Important data that signal what parties value and need, and that must be acknowledged before substantive work can proceed

Emotions carry critical information about interests, values, and identity needs; acknowledging them is a prerequisite for effective conflict work.

A mediator who imposes a solution on the disputing parties is acting in a role more consistent with:

Answer: Arbitration

In arbitration, a neutral third party has authority to impose a binding decision, unlike mediation where parties retain decision-making authority.

In a conflict coaching session, an ombuds helps the visitor prepare to have a difficult conversation with a colleague. This coaching should PRIMARILY focus on:

Answer: Building the visitor's capacity to communicate their interests clearly and hear the other party's perspective

Conflict coaching builds the visitor's communication skills and self-awareness so they can engage productively in direct conversation.

An ombuds notices that the same type of interpersonal conflict keeps recurring across different departments. The MOST appropriate systemic response is to:

Answer: Aggregate anonymized trend data and bring the pattern to leadership's attention as a systemic issue

The ombuds uses aggregated, anonymized trend data to inform organizational leadership of systemic patterns without compromising individual visitor confidentiality.