Mediating Interpersonal and Small Group Conflict
New Edition: Revised and Updated
Cheryl A. Picard
© 2002 by Cheryl A. Picard
ISBN # 0-919614-99-X
All rights reserved. No part of this publication – other than in brief form for review or scholarly purposes – may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the copyright holders.
National Library of Canada Cataloguing in Publication
Picard, Cheryl Ann.
Mediating Interpersonal and small group conflict/Cheryl Ann Picard. --Rev, and updated ISBN # 0-919614-99-X
1. Conflict management. I. Title.
HM1126.P52 2002 303.6’9 C2002-902233-9
Printed in Canada.
Layout and Cover Design: The Gordon Creative Group of Ottawa.
Illustrations by Michelle Sutherland.
The Golden Dog Press wishes to express its appreciation to the Canada Council and the Ontario Arts Council for current and past support of its publishing programme.
Table of Contents
The Conflict Resolution Continuum
Alternative Dispute Resolution
The Role of a Mediator
Approaches to Mediation
Four Common Mediation Classification Schemes
Helping Parties Select an Approach
Benefits of Mediation
The Training of Mediators
Mediation Associations
Current Debates and Trends
Bibliography for Chapters One and Two
Understanding Conflict
Key Points about Conflict
Four A’s of Conflict Management
Causes of Conflict
Types of Conflict
Escalation and De-escalation
Levels of Conflict
Positional and Interest-Based Conflict Resolution
The Influence of Perception
Conflict Styles
Assessing Conflict Guide
Consensus
When You Are Involved in the Conflict
Reducing Defensiveness
Communication Process
Communication Breakdown
Non-verbal Communication
Barriers to Communication
Reflective Listening
Tools for Reflective Listening
Some Feeling Words
Asking Questions
Other Types of Questions
Reframing
Immediacy
Bridging
Confrontation
Normalizing, Transparency and Temperature Taking
Non-defensive Response
Non-blaming Statements
Asking for Feedback
Words to Watch
Culture and Communication
Benefits of Mediation
Central Beliefs and Values
The Mediation Process
Writing Agreements
Convening a Mediation
Stages of Convening