Key Program Features
- 2-hour program, divided into manageable chunks, with three take-away tools that can be used in conflicts
- Designed using actual roommate conflict examples from real housing sites, with skills applicable to all kinds of housing conflicts
- Oriented to the tenant perspective for use directly by tenants and by staff who want to learn how to communicate skills to tenants
- Can be used to teach conflict resolution norms before a problem happens and as a resource to address existing conflicts
- Trainer Dan Berstein is Co-Chair of the Diversity Committee of the American Bar Association of Dispute Resolution and has given conflict resolution trainings to staff and tenants at a variety of housing sites across the country, as well as multiple workshops at the Supportive Housing Network of NY (2017, 2018), the NY State Office of Mental Health Housing Providers (2017), and the NYC Department of Health and Mental Hygiene All Housing Directors’ Conference (2015)
Content Overview
Skill 1: Appreciate Perspectives
Learn how to appreciate and validate someone else’s perspective to set the stage for a positive discussion. Note validating does not mean agreeing with the other person, but rather respecting their point of view.
Take-Away Tool: Reflective Listening Tipsheet
Past trainees say…
- “I believe the reflective listening method will allow residents to work their problems and solutions out in their heads. Reflective listening also helps show empathy.”
- “Reflective listening increases validation and the feeling of being heard. I can listen to the client and not be judgmental and let them know that I am here for you.”
- “With this training and knowledge I can support my team in any event that occurs.”
- “We have more than a handful of high functioning residents / client leaders that can utilize the online modules in addition to staff members. These can be individuals who serve as ‘conflict coaches’ in the various programs.”
Skill 2: Understand Positions and Needs
Have earnest conversations to understand one another’s needs. Separate people’s positions (what they are saying they want right now) from their interests or needs (why they want it).
Take-Away Tool: Positions and Needs Worksheet
Past trainees say…
- “Uncovering needs is very important. We often get so focused on the actual issues and the behaviors stemming from conflict, that we forget to understand why people do what they do, or request what they request (positions): some unmet need.”
- “Distinguishing between positions and needs was very helpful. It helps me break down what residents are really fighting about during conflicts. It also sets a framework that would allow resident to find common ground based on their shared needs.”
- “I think that the act of uncovering needs will be very helpful because it will help residents more quickly reach a realistic resolution, rather than fixating on the positions”
- “It is a great tool to have to address ongoing issues in the community.”
Skill 3: Reach Agreements
Discover best practices to brainstorm options and discuss a possible agreement to resolve their conflict. Learn to develop realistic, sustainable, and balanced agreements.
Take-Away Tool: Reaching Agreements Tipsheet
Past trainees say…
- “All of the skills seem to be very helpful. The one I think is the most helpful is making a good agreement.”
- “Often clients are having disagreements on multiple levels and using the different agreement templates to best take on the problem at hand will be helpful!”
- “I will use this as a reference/resource document that I can constantly refer to as situations/conflicts arise that can be mediated for a better community environment.”
- “This has given me more tools to help me mediate conflicts with residents.”
- “The program provides a framework for resolving a conflict.”
- “I will reference it in my daily work”
Purchase Below
Terms
- License lasts a year with an option to renew
- In the unlikely event that there are technical difficulties creating service interruptions, you can report this to MH Mediate to extend the license by any missing time. This has never happened yet.
- MH Mediate does not assume responsibility for mitigating technical issues that arise from your organization’s technology or any individual user’s technology. Notwithstanding, we’ll do what we can to help troubleshoot any issues. So far all users have been able to access our programs.
- MH Mediate reserves the right to change service providers for online training hosting and video delivery.