Principios de la Resolución de Conflictos Dr. Rafael Cartagena

-Atender los problemas de la gente que caen en tres categorías: -Percepciones: El conflicto no está en la realidad objetiva sino en la percepción que la gente tiene de ella. -Errores: Es importante compartir sentimientos y emociones A) Separar la gente del problema

Comunicación: -La gente no se habla -Si se habla, no se oyen -Lo que se intenta comunicar no es exactamente lo que uno comunica -La gente malinterpreta o malusa lo que se comunica

B) Enfocar los intereses, no las posiciones. Énfasis, no en las posiciones de las personas sino en sus intereses. Las posiciones es algo que la gente decide que quiere; los intereses es lo que causa que la gente decida. Generalmente, hay más intereses comunes detrás de una posición. Es importante el buscar los intereses, examinar las necesidades humanas que motivan a las personas.

C) Inventar opciones para ganancia mutua. Esto permite diseñar opciones con soluciones potenciales sin la presión de decidir.

Hay 4 obstáculos que impiden crear opciones: - Juicio prematuro - Buscar una sola respuesta - asumir que los recursos son limitados - pensar que la solución del problema es un problema que conduce a mirar solo los propios intereses y a desarrollar posiciones partidistas.

D) Usar Criterios Objetivos Se desarrollan basados en estándares y procedimientos justos. Son independientes de la voluntad, son legítimos y prácticos.

Habilidades Facilitadoras de la Resolución de Conflictos, según Crawford y Bodine

Orientation Abilities Orientation abilities encompass the values, beliefs, attitudes, and propensities compatible with effective conflict resolution: Nonviolence Compassion and empathy Fairness Trust Justice Tolerance

Perception Abilities Empathizing in order to see the situation as the other side sees it Self-evaluating to recognize personal fears and assumptions Suspending judgment and blame to facilitate a free exchange of views Reframing solutions to allow for face saving and to preserve self-respect and self-image

Emotion Abilities Learning the language and developing the courage to make emotions explicit Expressing emotions in nonaggressive, noninflammatory ways Exercising self-control in order to control ones reaction to others emotional outbursts

Communication Abilities Communication abilities encompass behaviors of listening and speaking that allow effective exchange of facts and feelings: Listening to understand Speaking to be understood Reframing emotionally charged statements into neutral, less emotional terms

Creative-Thinking Abilities Contemplating the problem from a variety of perspectives Approaching the problem-solving task as a mutual pursuit of possibilities Brainstorming to create, elaborate, and enhance a variety of options

Critical-Thinking Abilities Recognizing and making explicit existing criteria Establishing objective criteria Applying criteria as the basis for choosing options Planning future behaviors

There are six basic steps in each conflict resolution problem-solving process: 1.Set the stage 2.Gather perspectives 3.Identify interests 4.Create options 5.Evaluate options 6.Generate agreement

Negotiation is a problem-solving process in which the two parties, or representatives of the two parties, in the dispute meet face-to-face to work together, unassisted, to resolve the dispute between the parties.

Mediation is a problem-solving process in which the two parties, or representatives of the two parties, in the dispute meet face- to-face to work together, assisted by a neutral third party called the mediator, to resolve the dispute.

Consensus decision making is a group problem-solving process in which all of the parties, or a representative of each party, in the dispute meet to collaborate to resolve the dispute by crafting a plan of action that all parties can and will support and embrace. This process may or may not be facilitated by a neutral party.