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I NFORMAL R ESOLUTION S YSTEM

I NFORMAL R ESOLUTION S YSTEM. EORC. OVERVIEW. Define IRS concept Discuss IRS key elements Demonstrate working knowledge of IRS. Definition of Terms. INDIVIDUAL RESPONSIBILITY. BEHAVIOR ZONES. DIR. RESOLUTION OPTIONS. 3rd. TIR. A. B. C. D. ROLES. I DO NOT IGNORE. Behavior Zones.

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I NFORMAL R ESOLUTION S YSTEM

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  1. INFORMALRESOLUTIONSYSTEM EORC

  2. OVERVIEW • Define IRS concept • Discuss IRS key elements • Demonstrate working knowledge of IRS

  3. Definition of Terms INDIVIDUAL RESPONSIBILITY BEHAVIOR ZONES DIR RESOLUTION OPTIONS 3rd TIR A B C D ROLES I DO NOT IGNORE

  4. Behavior Zones RED ZONE YELLOW ZONE BEHAVIOR ZONES GREEN ZONE

  5. A B C D Recipient Offending Person Other Person Supervisor Roles Identified

  6. Direct Approach DIR Third Party TIR 3rd Training Information Resource Resolution Options

  7. IRS Process • What exactly happened? • What was the impact? • Apply the Reasonable Person Standard… • Behavior zone was red, yellow or green? • What are my responsibilities? • What are the options?

  8. RED ZONE Take Formal Or Official Action YELLOW ZONE Direct Approach Informal Third Party Training & Information GREEN ZONE No Action Required Recipient • Do not ignore conflict • Review options • Take action to reach a resolution

  9. RED ZONE Take Formal Or Official Action YELLOW ZONE Direct Approach Informal Third Party Training & Information GREEN ZONE No Action Required Offending Person • Do not ignore conflict • Listen to understand • Review options • Take action to reach a resolution

  10. RED ZONE Take Formal Or Official Action YELLOW ZONE Direct Approach Informal Third Party Training & Information GREEN ZONE No Action Required Other Person • Do not ignore conflict • Listen to understand • Intervene and support if appropriate • Maintain confidentiality

  11. RED ZONE Take Formal Or Official Action YELLOW ZONE Direct Approach Informal Third Party Training & Information GREEN ZONE No Action Required Supervisor • Listen and do not filter complaints • Request resource materials or training • Take appropriate action • Follow-up and provide feed back

  12. Communication Skills • Seeing the other person’s point of view • Approaching another person • Apologizing

  13. Training Information Resources • Films • Books • Posters • Lecture / Guided discussion

  14. Summary • Define IRS concept • Discuss IRS key elements • Demonstrate working knowledge of IRS

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