Chapter 6 Conflict Resolution

Chapter 6: Microskills, Storytelling, and Creativity in Conflict Resolution

Learning Objectives

  • Define and Explain Microskills: Understanding key communication skills essential in conflict situations.

  • Demonstrate Microskills: Apply various microskills for effectively managing conflict.

  • Effective Communication Skills: Skills specific to mediation and negotiation.

  • Role of Stories: Recognizing the importance of storytelling in understanding identities and conflicts.

  • Cooperative Method of Conflict Resolution: Viewing conflict resolution as a heroic journey.

  • Narrative Style of Mediation: Exploring how narrative can benefit parties involved in conflict.

  • Creative Options: Techniques to encourage creative thinking in conflicts.

  • Thinking Styles in Mediation: Understanding different thinking styles to support mediation outcomes.

What are Microskills?

  • Definitions: Fundamental skills used in communication and conflict resolution.

  • Examples of Microskills:

    • Active Listening

    • Paraphrasing

    • Summarizing

    • Reflecting

    • Reframing

    • Using "I" Messages

    • Observation

    • Questioning

Active Listening

  • Key Components:

    • Effective body language

    • Full attention to the speaker

    • Avoiding interruptions

    • Providing positive feedback

    • Being conscious of unspoken cues

Communication Skills

  • Guidelines for Clarity:

    • Use clear and concise language

    • Avoid jargon and grammar errors

    • Eliminate unnecessary adjectives

    • Refrain from absolute terms (like "never" and "always")

    • Focus on factual, not descriptive, language

Observation Skills

  • Awareness of Non-Verbal Communication:

    • Monitoring body language for mood and emotions

    • Recognizing cultural variations in body language

Questioning Skills

  • Types of Questions:

    • Open-ended questions

    • Closed questions

    • Clarifying questions

    • Consequential questions

    • Justifying questions

    • Probing questions

Stories in Conflict Resolution

  • Influence of Stories:

    • Stereotypes formed by stories affect understanding of self and others

    • Stories may be factually true or false but can carry significant meaning

The Hero’s Journey

  • Transformation Process:

    • Conflict resolution follows a path akin to a Hero’s Journey

    • Applies to the narrative mediation model

Narrative Mediation

  • Concept:

    • People view their lives through stories, which can impact conflict perception

    • Narrative mediation fosters new, non-generalized stories among conflicting parties

Stages of Narrative Mediation

  • Process:

    • Building trust

    • Externalizing conversations

    • Mapping effects of conflict

    • Deconstructing dominant narratives

    • Developing shared meanings

  • Focus: On new understandings rather than strict fact-finding

Generation Solutions: Creativity in Mediation

  • Thinking Types:

    • Convergent Thinking: Focuses on specific goals or solutions

    • Divergent Thinking: Explores a variety of possible solutions; beneficial for creativity in conflict resolution

Inventing Options for Mutual Gain

  • Methods:

    • Transition from convergent to divergent thinking

    • Brainstorming techniques

    • Applying the Six Thinking Hats model

Brainstorming Guidelines

  • Best Practices:

    • Encourage free expression

    • Avoid criticism of ideas

    • Aim for quantity of ideas

    • Build on classmates’ suggestions

The Six Thinking Hats in Mediation

  • Types of Thinking:

    • White Hat: Focus on facts

    • Red Hat: Explore emotions

    • Black Hat: Critique ideas

    • Yellow Hat: Look for positivity

    • Green Hat: Stimulate creativity

    • Blue Hat: Manage the process

  • Outcomes of Idea Generation:

    • Record and reflect various potential solutions

    • Narrow ideas down to final decisions