Successful conflict resolution is often far more art than science. When I talk about the work of an ombudsman, and the ways I try to approach conflicts, I am continually reminded of some approaches that can help me do my job better. Below is part 1 of what I like to call some lessons that I am continually learning:
- The process of active listening — non-judgmentally and with curiosity — is the necessary groundwork of conflict management.
- More information is almost always available; no one will ever have all the information.
- In most every conflict, all involved have contributed to the situation at its current point, and all may find ways to contribute to resolution.
- The ability to at least consider disputes from other perspectives can be immensely helpful.
- Understanding another’s perspective is not the same as agreeing with it. Resolving conflict can come as easily from understanding as from agreement.
If you are working with a student who is involved in a difficult situation with the University, I hope you’ll consider whether a referral to the Ombuds may help. Students are always free to email me directly at [email protected].