Session on training our Resident Assistants on how to mediate conflict with their residents

1. MEDIATION SKILLS:
ASSEMBLING POSITIVE
INTERACTIONS
Fall 2015 RA Training
Kevin Long
Ryan DePesa

2. WHAT IS MEDIATION?
What does mediation mean to you?
How comfortable or uncomfortable do you feel mediating conflict?
How comfortable or uncomfortable do you feel with conflict?
Do you prefer to avoid conflict at all costs, or do you feel comfortable
addressing a conflict after it arises?

3. IN WHAT WAYS DO PEOPLE
COPE WITH CONFLICT?
Avoidance
• Accommodation
• Competition
• Compromise
• Collaboration
CONFLICT

4. SHARING YOUR EXPERIENCES
For returning RAs, what conflicts have you seen between residents
that needed your attention?
For new RAs, what conflicts have you seen or been a part of in the
past?
Was there a solution? If so, what was it?
Was this situation handled appropriately or should it have been
handled differently?

5. MEDIATION DEFINITION
A formal dispute resolution process that
encourages face-to-face dialogue and
problem-solving.
A facilitator helps the parties communicate
effectively and reach a decision, even if that
decision requires the relationship to be
terminated.
A decision is made and follow-up ensures that
progress is made and that the issue is dealt
with appropriately.

6. WHAT DOES A MEDIATOR DO?
Sets-up the mediation (who, where, what and how?).
Provides the “ground rules” for discussion and maintains decorum and a safe
environment for dialogue.
Is an objective observer, questioner, synthesizer, role model, and a person who will
provide appropriate follow-up.

7. WHY DO MEDIATION?
Students are not communicating
effectively, especially when they are in
conflict.
Role-modeling dispute resolution is a
life skill.
RA as teacher and educator.

8. WHAT IS YOUR CONFLICT
MANAGEMENT STYLE?
Collaborating
Competing
Avoiding
Harmonizing
Compromising/Accommodating

9. WHY DOES THIS MATTER?
How you handle conflict personally may reflect
how you mediate conflict with others
Be mindful of how you handle yourself
before stepping into a situation with others
How can your style be utilized?
Is your style to avoid, avoid, avoid, or to
relentlessly push for what you want?

10. CONFLICT BRINGS CHEER
Change
Hear
Empathy
Evaluation
Role

11. RA AS AN EDUCATOR
Students may report feeling lonely and disconnected.
Students have difficulty advocating for themselves,
solving their own problems and speaking up for what
they believe in.
Mediation teaches students to function more
successfully at Wentworth and in the world.
Mediation reinforces idea that conflict is not always
bad, but can be a learning and growing experience.

12. WHEN SHOULD MEDIATION
BE AN OPTION?
Conflict exists and at least one party is unwilling to
talk about it
Both parties express conflict to you but are unwilling
or unable to successfully talk it out with the each other
If you – as an RA – feel frustrated by a situation in
your community and how it has been handled
When a large group of people and perspectives are
involved (floor, hall, etc.)
If you are concerned that doing nothing will only make
the problem worse over time

13. BENEFITS OF MEDIATION
RA as helper and not fixer (you do not have a magic
wand!)
It saves time and teaches skills
Private and confidential (info only goes up, not over)
Less adversarial
Helps to preserve relationships
Little risk … agreements are co-created and
voluntary.
Enhances community and promotes dialogue
Alternative to handling issues through more punitive
measures

14. MEDIATION PROCESS
Ground rules
Confidential
Dialogue
One person at a time
“I” statements
Solution-focused conversation
Statement of the issues (recap)
Definition of the issues (why is this causing such conflict)
Developing alternatives that are realistic, attainable and agreeable
Conclusion/Compromise/Agreement
Follow-up / Formalize Agreement

15. MEDIATOR’S TOOL KIT
Understanding
Mediation at
Wentworth
DOs & DON’Ts of
Mediation
Things to Consider
Mediation
Agreement Form
Roommate &
Suite/Apartment
Agreements

16. ROLE PLAYS AND
SCENARIOS!
Break into small groups (4)
2 disputants
1 mediator (RA)
1 observer
We will rotate so you can practice the role of the mediator at least once!

17. JUST REMEMBER.
And you are, too!