Resolving Conflicts: The Process

Step One: Getting the Story

• You will be presenting your perception of the problem.
• When you talk, use an adult, assertive approach rather than a submissive or aggressive style.

Step Two: Brainstorming Possible Solutions

• Define your goals in this process.
• Be open to all ideas, including ones you never considered before.
• Consider the solution(s) which will em-power you.

Step Three: Ombuds Strategies

• Meet with respondent
• Facilitate joint meeting(s)
• Mediaton
• Coaching
• Shuttle diplomacy
• Follow up

Step Four: Gathering Information

• The Ombuds will try to get to the underlying interests, needs, and concerns.
• The Ombuds can ask for information for any entity at the University and expect cooperation.

Step Five: Negotiating a Solution

• By this stage, the conflict may be resolved: Both sides may better understand the position of the other, and a mutually satisfactory solution may be clear to all.
• The pros and cons of options are weighed.
• Choices are weighed in relation to goals.