Professional Documents
Culture Documents
Training:
Conflict Resolution
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Afternoon Training Schedule
12:30 PM: Check-In
12:45 PM: Conflict in Res. Life
1:15 PM: Behind Closed Doors
3:15 PM: Break
3:30 PM: Behind Closed Doors
Debrief
3:55 PM: Writing Unbiased Reports
4:25 PM: Teambuilding
4:45 PM: Assessment & Wrap Up
5:00 PM: Dinner
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Learning Objectives
Students will be able to:
● Recognize the appropriate verbal and nonverbal language to
resolve a conflict in the residence halls.
● Demonstrate how to handle conflict on-call by participating
in a series of “Behind Closed Doors” roleplay.
● Determine the difference between a biased and unbiased
incident report following this training.
Ice Breaker: Move your Feet
● Stand in a circle with one person in the
middle
● The person in the middle will ask their
peers to “move your feet” after they list
a fact, hobby, interest, etc. about
themselves
● If the fact applies to you, switch places
with another person who identifies
with that fact, hobby, interest, etc. in
the circle
● The person left standing without a
place in the circle starts the next round
● Examples: “Move your feet if you’re
from New England,”....if you have a
sibling,” “....if your favorite color is red,”
etc.
Conflict Discussion Activity
● Think back to the first conflict you can remember
being in either when someone confronted you, or
you confronted them.
○ What can you recall from the situation? What did you feel in that
moment?
○ Was the experience positive, negative, or neutral? Why?
● Keep this in mind as we continue to think about
conflict and how to mediate or de-escalate it in an
appropriate manner.
Conflict
Mediation and
De-Escalation
Conflict Mediation/De-Escalation
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Confront Behaviors, Not People
● What they are doing may be inappropriate or
violating policies, but it is important to remember
that this does not make them “bad” people. It does,
however, provide an opportunity to correct
behavior and teach a lesson.
● Example:
○ Instead of saying “____, you’re keeping people awake by playing loud
music”.
○ Try saying, “____, it is against community policy to play loud music after
11:00pm because _____.”
The Importance of Empathy
1. Empathy does not mean that you agree with or condone
what the person has done or said, it means that you are
able to view the situation from their perspective.
● “I can see that you are upset…”
2. When you show empathy it can aid in gaining the other
person’s respect, cooperation, and help to absorb tension.
The Three Principles for Handling
Combativeness
As told by George J. Thompson in Verbal Judo:
1. Allow the person to say what they want as long as they do
what you tell them.
● Focus on their behavior not their words.
● Though easier said than done, keep in mind that upset people
often do not mean what they say so don’t take it to heart.
2. Always go for a win/win
● They can have the last word, if you get the last action (their
compliance). You both “win”.
3. It is important to treat people with respect, even if you don’t
approve of their actions, even if they are not respecting you.
Questions or Clarifications?
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Break
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Check-In
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Responding
to Conflicts
On-call
Step One: Assess
Debrief Questions:
● Define “unbiased”
○ “Free from all prejudice and
favoritism”
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Questions?