Appropriate process for resolving disputes; between businesses, between business and customer/client, or between community members.

1. Appropriate Dispute Resolution
for Small (and Big!) Business
Ben Ziegler
(Collaborative Journeys Mediation Services)

2. Conflict is normal

3. Disputes happen

4. B-2-B
B-2-C
C-2-C

5. Disputes about…

6. The stakes…
relationships
decisions
$$$

7. What to do?

8. Resolve disputes
appropriately
They
I We We +
Who decides?

9. I decide

10. Self-assess

11. We decide

12. Get
together

13. Peel the onion
Try understand each others’ needs

14. Focus on positive
Many : 1

15. Reframe conflict
…and change the game

16. Find common ground
Balance me AND we

17. A3 rd party neutral
facilitates negotiation

18. 3rd Party monitors:
relationship
process content

19. 3rd Party makes it…
safe to engage

20. Bring in the 4 th Party
4th Party
(ICT toolkit)
when location matters

21. They decide

22. 3rd Party Ruling
Crowd Wisdom

23. Questions?

24. Contact:
Ben Ziegler
1.250.516.3936
ben@collaborativejourneys.com

25. Photo Credits:
Tigers: http://www.flickr.com/photos/tambako/3753870273/sizes/l/in/photostream/
Self assess: http://www.flickr.com/photos/e3000/
Coffee: http://www.flickr.com/photos/marfis75/2939337382/
Onion: http://www.flickr.com/photos/darwinbell/303893039/
All other photos/images under license