Revolutionary Ideas: How Conflict Management and Mediation Practices are Being Integrated as EAP Core Competencies and Services

EAPA 2005 Annual Conference

Session 3101

Workshop Highlights

Explore conflict management as an EAP 8th core technology

Identify what conflict resolution services are being offered– Highlight differences between internal and

external EAP

Discuss the challenges of wearing two professional disciplinary hats

Panel Guests

Patricia M. Porter, LCSW, Advanced Practitioner– Conflict Connections, Inc.

Valetta Evans, LCSW, CEAP– Du Pont

Paula Thomas deLong, M.A., CEAP– FirstCALL, Your Employee Assistance Program

Bert Alicea, M.A., CEAP– HMS

Workshop Facilitators

Cecily Sawyer-Harmon, LCSW, CEAP Donna Tuites, M.A., CEAP

– Faculty Staff Assistance Program

University of Delaware

Mediation Services

Conflict Partnership

Conflict Coaching

Facilitating Work Group Interventions

Mediation

A peaceful way to resolve conflicts A confidential structured process with an

impartial third party A process that gives parties control over

decision making and outcomes A process that increases the likelihood that

arguments will be resolved Over 90% of all conflicts are resolved

Mediation-Process Steps

Introduction Stage

Story Telling

Clarification

Problem Solving

Conflict Coaching

A specialized coaching niche A one-on-one guided dialogue A focus on increasing one’s competency in

managing conflict A process of coaching the gap of changed

behaviors and thoughts– A dispute specific behavior– A conflict behavior or pattern

Conflict Coaching-Process Steps

Intake/Assessment Goal setting Investigating the situation or behavior pattern Deconstructing the elements Exploring choices Reconstructing new behavior/thought pattern Grounding barriers to action plan Getting a commitment to move forward

Facilitating Work Group Intervention

A process of assessing the functioning of a work group and empowering employees to create a working environment which supports the department and/or organization’s goals

Facilitating Work Group Intervention-Process Steps

1. Identify the context as a working group2. Identify goals of the work group3. Identify and discriminate the roles of the participants,

incorporating clear boundaries4. “What works well to support the goals of the work group?”5. “What are the restraining forces which prevent you from

meeting the goals of the work group?”6. “What restraining forces are/are not within your control?”7. “What do you propose to improve meeting the work group

goals?”

Conflict Partnership

A process of connected skills effective for relationship-building and resolving conflicts in all aspects of life and work

Conflict Partnership-Process Steps

Invite a Partnership Atmosphere Focus on Individual and SHARED Needs Focus on the Present & Future, and Learn

From The Past Develop Mutual Benefit Agreements

Panel Question #1

There are unique differences between internal and external EAPs. Identify whether you are an external or internal EAP provider and answer the question “what are the opportunities and/or barriers to offering conflict management services/products in an internal or external EAP?

Panel Question #2

EAPs are not often seen as “neutrals.”

By offering conflict management services, how does it strategically position an EAP in the workplace?

Panel Question #3

What challenges exist for the EAP practitioner when they wear two professional disciplinary hats…conflict resolution neutral and EAP practitioner?

Panel Question #4

How important is it for providers to have conflict resolution or mediation training and practical experience to do this very important work?

Audience Question

Given what we have discussed about conflict management products/services, briefly jot down your thoughts about the integration of conflict management as EAPs 8th core technology?

Contact Information

Patricia M. Porter, Conflict Connections, Inc. E-mail: pmporter@conflictconnections.com Web site: www.conflictconnections.com

Valetta Evans, DuPont E-mail: valetta.m.evans@usa.dupont.com

Paula Thomas deLong, FirstCALL– E-mail: DeLongP@MLHS.ORG– Web site: www.firstcalleap.org

Bert Alicea, HMS E-mail: balicea@hmsincorp.com Web site: www.hmsincorp.com

RESOURCES

Association for Conflict Resolution (ACR)– www.acrnet.org

STOP BY AND VISIT THE

ACR EXHIBIT BOOTH #523

AT THE EAPA CONFERENCE

RESOURCES

CINERGY™ Coaching, Ltd.– http://www.cinergycoaching.com/

Conflict Partnership - 8 Essential Steps to Conflict Resolution by Dudley Weeks

– http://www.dudleyweeks.com/

International Association of Facilitators– http://www.iaf-world.org

International Coach Federation (ICF)– http://www.coachfederation.org/

THANK YOU!

SEE YOU IN 2006!