Bridge Builders

1. Bridge Builders Peer to Peer Conflict Resolution Training Quick Reference Cards

2. 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 Quick Reference

3. 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

4. 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

5. 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 • It’s fine to do this by email or phone.

6. 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.

7. 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

8. 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

9. 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.

10. 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. 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.

16. 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

17. Bridge Builders Good Job!