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Conflict Resolution
Model Brief
This is your opportunity to explore conflict through role-play. Before you begin, in groups of 3
(2 actors, 1 mediator), read through the aim of the exercise and your brief.
Aim:
To develop a 5-to-10-step conflict resolution about options for resolving the conflict, write an
model – a step-by-step process in which agreement, and decide on a plan. The model may
the parties listen, agree on the issues, think take the form of a list or a flow chart.
Brief – Media
tor:
The role of the mediator is to advise the actors on alternative patterns of behavior. Start with what
how to conduct the conflict resolution process, but could help that conflict, then use this material to
not to solve the problem for them. Advise them on make general rules or skills.
wha
t t
o l
ook f
or:
• What alternative words and phrases could dirty. You are angry – you assumed the
they be using? Think about using “feeling person would bring it back clean, but this was
words,” e.g., “When you do this, I feel ….” never discussed.
• Listen to the tone and volume of the • Identify “flash points” – moments when the
conversation. conflict escalates.
• Is the body language cooperative? • What steps could they take to see each other’s
• Is the problem aggression or misunderstanding point of view?
or both? • Ask them to stop the role-play at key moments
• Has a “silent contract” been assumed? and suggest different dialogue, tone, and
For example, someone borrows an body language that might help resolve the
item of clothing and brings it back conflict better.
Brief – a
ct
ors:
The actors’ role is to play out the scene so that The mediator may ask you to pause at certain
the mediator can observe and make notes. flashpoints and act out different behavior.
Mini Conflict Resolution
Dealing with Anger and
Model
Aggression
1. Recognise that you’re in conflict/ Identify • Take a deep breath.
the problem.
• Count to five.
2. Agree that both parties want to resolve
• Stay calm.
the conflict.
• Be firm and be clear.
3. Agree a plan to move forward.
• Look the person in the eye.
• Tell the person to stop.
• Walk away from the situation.

Resource R – Conflict Resolution Model Brief
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