Bridge Builders

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Bridge Builders

• Peer to Peer Conflict Resolution Training
• Quick Reference Cards

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Quick Reference

• BridgeBuilders is an expedited conflict
  resolution process.
• While the process may be modified to meet the
  needs of each situation, the steps of the process
  have a basic structure which should help achieve
  good results when followed.
• This presentation can serve, when printed, as a
  quick reference to the BridgeBuilding process

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The Steps

• referral
• information
• ground rules
• agenda
• beginning
• Step 1 sharing information
• Step 2 discussing the issues - sharing interests
• Step 3 generating and evaluating options -
  brainstorming
• Step 4 seeking resolution
• After the meeting document
• follow up

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1. Referral

• Requests for BridgeBuilder services may come
  from
• Members, union stewards, OHSU human resources,
  managers
• Requests are currently sent to the BridgeBuilder
  Local 328 staff advisor
• The BridgeBuilder coordinator (currently the
  Local 328 staff advisor) will then contact
  qualified BridgeBuilders with the referral (in
  the future a member leader may replace the staff
  advisor for this function)
• The coordinator will then assign the
  BridgeBuilder and put them in contact, usually by
  email, with the person making the request.
• The person making the request will provide the
  BridgeBuilder with the necessary contact
  information to begin the next step

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2. Information gathering

• The BridgeBuilder is a neutral party, all initial
  contacts should reinforce this status.
• Get the names and complete contact information of
  all affected parties the members involved, the
  manager, the person making the request.
• Now is NOT the time to gather details about the
  dispute, but it is the time to gather relevant
  information such as the employees job class,
  shift and days off, what the nature of their work
  is, how often and under what circumstances the
  employees interact with each other and other
  useful information
• You may also share some suggested ground rules
  with the employees at this time.
• Gather any information which will be useful
  without compromising your neutrality
• Its fine to do this by email or phone.

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3. Ground Rules

• These are suggested ground rules, modify as
  needed
• Participation in a BridgeBuilders conflict
  resolution process is completely voluntary.
• A BridgeBuilders session is confidential as are
  the referral and information gathering steps that
  preceeded the session.
• BridgeBuilders may take notes.
• Participants may take notes for use during the
  session if they agree that all notes will be
  turned over to the BridgeBuilder at the end of
  the session.
• All records of the session are confidential. They
  may be retained by the Union but will never be
  turned over to OHSU or any other party.
• Agree to follow an agenda, especially for the
  first third of the meeting
• One person speaks at a time
• Listen carefully to what the other person says
• Be prepared to use paraphrasing to insure that
  you have heard them correctly
• Give the other person the opportunity to speak
• Do not attack or be disrespectful
• Look for what you share in common and build on
  this common ground.
• Feel free to speak openly about your point of
  view.

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4. Agenda

• Make an agenda for the meeting and feel free to
  refer to it during the meeting. BridgeBuilders
  work with time constraints so keeping on task is
  vital
• Suggested agenda
• Greeting
• Review ground rules
• If the parties cannot agree the BridgeBuilder
  decides who speak first
• Step 1 - sharing
• Step 2 - discussing
• Step 3 - options
• Step 4 - resolution
• Document
• Follow up

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5. Beginning

• The opening is key to establishing trust and
  confidence in the process. You should be sure to
  cover the following items
• Welcome the participants
• State the purpose of the meeting
• Discuss confidentiality
• Review the ground rules and agenda
• Explain any terms or concepts the members might
  not understand
• Terms like paraphrasing and brainstorming
  could be covered in the premeeting information
  phase to save time.
• Answer any questions
• Obtain agreement to go forward

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6. Step 1 - Sharing

• Again, as in most BridgeBuilder steps, structure
  is important due to time constraints.
• If the parties cannot agree, the BridgeBuilder
  should decide who speaks first, then
• 1st party explains problem in their own words
• 2nd party listens without interrupting
• BridgeBuilder asks questions and clarifies to get
  more information
• BridgeBuilder then summarizes their understanding
  of the problem and asks 1st party to confirm or
  clarify.
• Process is repeated with second party speaking
  and 1st party listening
• The BridgeBuilder identifies the issues which are
  shared by the parties. If possible this should be
  communicated in neutral language.

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7. Step 2 - Discussion

• The BridgeBuilder uses all the information which
  has been shared to compile an agenda of issues to
  be discussed. If both parties share an issue it
  may be discussed first.
• Through the discussion each party expresses their
  interests which the Bridgebuilder may record. As
  the dialogue proceeds the various interests of
  the parties may be shared.
• Interests include the needs, desires, concerns,
  and fears important to each side. They are the
  underlying reasons why people become involved in
  a conflict.
• Interests are quite different from positions.
• A position is a commitment to a specific outcome.
  
• Each issue should be discussed even if only
  briefly.
• The parties may decide not to discuss an issue.
• A possible resolution may be expressed. The
  BridgeBuilder may choose to explore it a that
  time or hold it until after brainstorming
• Prior to moving to the brainstorming phase of the
  session BridgeBuilders will try to help the
  parties identify their interests.
• Often the people involved in a dispute enter the
  session having taken positions. A position
  creates a win-lose scenario, or at best a
  compromise scenario. Having parties understand
  their interests creates the possibility of a
  win-win.

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8. Step 3 - Brainstorming

• A BridgeBuilder explains that the goal is to list
  as many solutions as possible without any
  discussion. each possible solution will be
  evaluated later.
• The BridgeBuilder explains brainstorming
• There are no dumb ideas. Period. It's a
  brainstorming session, not a graduate seminar!
• Don't criticize other people's ideas. This isn't
  a debate, discussion or forum for one person to
  display superiority over another.
• Build on other people's ideas. Often an idea
  suggested by one person can trigger a bigger
  and/or better idea by another person. Or a
  variation of an idea on the board could be the
  next great idea. It is this building of ideas
  that leads to out of the box thinking and
  fantastic ideas.
• Reverse the thought of 'quality over quantity.'
  Here we want quantity the more creative ideas
  the better. As a facilitator, you can even make
  it a challenge to come up with as many ideas as
  possible.

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9. Step 4a - Resolution

• A possible solution is evaluated with each party
  expressing whether or not the solution meets
  their interests If a solution is not acceptable,
  the person explains why that solutions does not
  meet their interests.
• The BridgeBuilder may ask the person to propose a
  solution which will meet their interests while
  continuing to meet the interests of the person
  proposing the original solution.
• Through dialogue solutions should be considered,
  revised, combined and amemded until one is found
  that will meet the interests of both parties.
• The parties should anticipate a problem with the
  agreement and agree how problems will be resolved
  should they arise.
• The parties may not reach resolution on each
  issue.

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10. Step 4b - Agreement

• Once agreements are reeached BridgeBuilders
  emphasizes the importance of written agreements
  between the parties. They do not have to be
  complicated. They should state, in plain
  language, at a minimum
• What the problem was
• What each person agreed to do in the future
• The length of time the agreement is to be in
  effect
• Each party should get a copy of the agreement.
  Agreements are confidential and a copy will be
  retained by the Union, but not shared with OHSU
  management.

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11. Step 4c - Close

• To close a BridgeBuilders session
• Thank the participants for their efforts to
  resolve the conflict
• If the conflict has been resolved remind them
  that you will document the agreements reached in
  writing and expect them to sign the agreement
• If the conflict has not been resolved thank them
  for their good faith efforts to resolve the
  conflict and remind them that even though they
  have not reached agreement they have worked hard
  at trying to reach an agreement and have moved
  closer to understanding each other.
• Collect all notes and remind participants that
  the process is to remain confidential.

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12. Document

• At the end of the meeting agreements should be
  put in writing and signed.
• BridgeBuilders will collect all notes, the agenda
  and preceeding emails in their possession and
  place them in a confidential folder that will be
  retained by the Union until the expiration of the
  agreement.
• If no agreement has been reached the participants
  should be thanked for their efforts and any
  existing documentation should be placed in a
  confidential file for one year in the event the
  parties decide to revisit the issue. After one
  year, if the issue has not been revisited the
  file should be purged.

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13. Follow up

• After the meeting, collect feedback from all
  about the process.
• Feedback is reviewed with an eye toward improving
  individual performance and the BridgeBulders
  process
• Changes made to program as needed

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Bridge Builders

• Good Job!