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HOW TO MEDIATE A CONFLICT
Keith Grossman, JD
(239) 210-7516
Keith@AttorneyGrossman.com
(c) 2014 Keith Grossman. All rights reserved
A difference in opinion or
purpose that frustrates
your goals or desires  or
someone elses
3
How Assertive and Cooperative
Personalities Interact
Assertive Competition
(I win, You lose)
Collaboration
(I win, You win)
Non-
Assertive
Avoidance
(I lose, You lose)
Accommodation
(I lose, You win)
Non-
Cooperative
Cooperative
Compromise
(c) 2014 Keith Grossman. All rights reserved
(c) 2014 Keith Grossman. All rights reserved
Negotiation
 Reach Understanding
 Resolve Differences
 Agree upon Course of
Action
 Bargain for individual or
collective advantage
Purpose
(c) 2014 Keith Grossman. All rights reserved
Negotiation
 Communicate about issues
 Educate about needs and
interests
 Generate settlement
options
 Bargain
Process
(c) 2014 Keith Grossman. All rights reserved
Mediation
 Communicate about issues
 Educate about needs and
interests
 Generate settlement
options
 Bargain
 USING A NEUTRAL 3RD
PARTY
Process
(c) 2014 Keith Grossman. All rights reserved
Mediator Can Help
 Retract premature judgments
 Discover beyond the single answer
 Expand the pie
 Understand the other persons wants
and needs
 Walk away with action steps
9
CAT = Successful Negotiation
10
OOPERATIVE
SSERTIVE
HANKFUL
Peace Chest
 Understanding others
perspective
 Create solutions
 Tolerance
 Reaching out
 Teamwork
 Honesty
 Active listening
 Creative Thinking
11
Understand Others Perspective
 Help them objectively explain wants and
needs
 Help them review and agree upon the facts
 Help facilitate clear communication
 Help them isolate main areas of disagreement
12
Create Solutions
 Keep them focused on solutions
 There is not only 1 way
 Move past rejected proposals
 Focus questions
 What are they supposed to accomplish together for the
organization?
 What roles and responsibilities does the organization
expect from them?
 What are the compelling reasons for their solution?
 What if they could blend both of their solutions?
13
Create Solutions
 Brainstorm multiple solutions before selecting
the best one
 Use objective criteria
14
Keith Grossman, JD
(239) 210-7516
Keith@AttorneyGrossman.com
Twitter: @ksgrossman
15

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How to mediate a conflict

  • 1. HOW TO MEDIATE A CONFLICT Keith Grossman, JD (239) 210-7516 Keith@AttorneyGrossman.com
  • 2. (c) 2014 Keith Grossman. All rights reserved
  • 3. A difference in opinion or purpose that frustrates your goals or desires or someone elses 3
  • 4. How Assertive and Cooperative Personalities Interact Assertive Competition (I win, You lose) Collaboration (I win, You win) Non- Assertive Avoidance (I lose, You lose) Accommodation (I lose, You win) Non- Cooperative Cooperative Compromise (c) 2014 Keith Grossman. All rights reserved
  • 5. (c) 2014 Keith Grossman. All rights reserved
  • 6. Negotiation Reach Understanding Resolve Differences Agree upon Course of Action Bargain for individual or collective advantage Purpose (c) 2014 Keith Grossman. All rights reserved
  • 7. Negotiation Communicate about issues Educate about needs and interests Generate settlement options Bargain Process (c) 2014 Keith Grossman. All rights reserved
  • 8. Mediation Communicate about issues Educate about needs and interests Generate settlement options Bargain USING A NEUTRAL 3RD PARTY Process (c) 2014 Keith Grossman. All rights reserved
  • 9. Mediator Can Help Retract premature judgments Discover beyond the single answer Expand the pie Understand the other persons wants and needs Walk away with action steps 9
  • 10. CAT = Successful Negotiation 10 OOPERATIVE SSERTIVE HANKFUL
  • 11. Peace Chest Understanding others perspective Create solutions Tolerance Reaching out Teamwork Honesty Active listening Creative Thinking 11
  • 12. Understand Others Perspective Help them objectively explain wants and needs Help them review and agree upon the facts Help facilitate clear communication Help them isolate main areas of disagreement 12
  • 13. Create Solutions Keep them focused on solutions There is not only 1 way Move past rejected proposals Focus questions What are they supposed to accomplish together for the organization? What roles and responsibilities does the organization expect from them? What are the compelling reasons for their solution? What if they could blend both of their solutions? 13
  • 14. Create Solutions Brainstorm multiple solutions before selecting the best one Use objective criteria 14
  • 15. Keith Grossman, JD (239) 210-7516 Keith@AttorneyGrossman.com Twitter: @ksgrossman 15