Presented by:? Ami S. Jaeger, MA, JD and Noelle Graney, JD – June, 2012
GOAL:
Train staff on mediation techniques to resolve disputes, manage conflict, and reduce tension so that disputes, conflicts and problems don’t escalate into arbitration or litigation to be solved by third parties.
PURPOSE OF TRAINING:
This series is a first line of defense that will:
- improve resident satisfaction
- improve communication to support healthy relationships
- decrease workplace stress and help make job more rewarding for staff
- reduce administrative costs and expenses
- help staff and residents to control outcomes of disputes
FORMAT:
Live, on-site presentation of one program delivered to an audience at a primary location and simultaneously web e-cast to other locations. Ideally the web presentation to additional locations would be video instead of just voice and powerpoint. The live presentation could be linked via WebEx or Google+, and the video could be recorded for later broadcast or shared with other facilities. The written materials will be prepared and sent in advance of the presentation. Materials will be designed to serve as a practical reference tool for use by staff in their day-to-day work lives.
45 to 50 minutes for each program, which includes a 30 minute presentation and 15 minutes of live Q&A. The audience questions from other locations can be sent via email or through WebEx process.
An alternative format is an on-site 1/2 day presentation, consisting of 3 programs.
CONTENT:
Each program can be delivered separately or combined into groups, depending on staff needs and requests. We can create programs that address specific needs of facility or staff.
Program 1: Learning to Accept Conflict
- View conflict as a normal part of relationships
- Understand the power of mediation to resolve conflict
- Learn the phases of the mediation process
Program 2: Listening to Communicate
- Create and improve dialogue through listening — the active half of communication
- Use acknowledgement as a tool to be heard and understood
- Influence positive outcomes by listening to establish connections
Program 3: Needs-Wants Cycle of Conflict
- Learn how to articulate needs
- Learn how to identify why needs are not being met
- Learn how to make requests
- Implement these skills to shift the needs-wants cycle of conflict
Program 4: Negotiation: Problem Solving with Mediated Solutions
- Understand how negotiation is part of effective mediation
- Learn to ask questions to initiate a problem-solving process
- Integrate negotiation techniques into your problem-solving process
Program 5: Unique Issues in Elder Mediation
- Use mediation to support decision-making for those with diminished capacity
- Apply mediation skills to work successfully with families, advocates, and outside caregivers
- Respect the need for elders to retain control
- Acknowledge the emotional maturity of interdependence
- Honor elders’ wishes for legacy
- Here and Now: understand the timing and motivation for elders to resolve conflict