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Facilitator Guidelines and Steps: Mediated or Cooperative Conflict Management*
Prepared by Vicki Stasch, Management Consultant
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The following process can be used by a third party facilitator or by two individuals:
Each person must agree, “to work fairly and cooperatively” and then follow the steps below.
- No interrupting.
- One person talks while the other listens. The listener then restates what they heard.
- Each must use “I” not “you” and no accusation language.
Steps for Cooperative Resolution Stated by Facilitator then Followed One at a Time.
- Ask what happened? Restate. Repeat for the other person.
- How do/did you feel? Restate. Repeat for the other person.
- Ask each person: “What can you (we) do to resolve this?” “Is that ok with you?”
- Summarize: Ask “ Is the problem resolved?”
- Ask each person: “What could you do differently next time?”
- Write an agreement, give copy to each person and congratulate.
- Set and participate in a follow-up meeting.
*Adapted from the Fresno Pacific University Center for Peacemaking and Conflict Studies
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