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  • INTRODUCTION

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      Conflicts, we all have them. But what exactly is a conflict? A conflict is basically where two or more people have ideas, interests, values or expectations that go against each other.

      And no, conflict doesn't necessarily mean the fist that comes after an argument.

      The conflict is what comes before that, the disagreement, the different interests, the emotions building up. The violence is just one possible result when the conflict is not handled properly.

      So, how do we actually handle conflicts?

      There are different ways, but today we're looking at three of the common ones, negotiation, mediation and arbitration.

      DISCLAIMER:
      The video has been used for eduational purposes and belongs to the respective creator.

  • Negotiation "Meet Me Halfway"

    • Negotiation

      Negotiation is probably the most accessible and natural way of resolving a conflict. In fact, most of us have negotiated before without even realising it.

      Ever asked a vendor to lower the price of something?

      You say, “Boss, make it K5,000.”

      They say, “No, K7,000.”

      You come back with, “K5,500?”

      And eventually, you both agree.

      That's negotiation.

      Negotiation is where two or more parties communicate with the aim of reaching an agreement. It is generally voluntary, meaning both sides need to be willing to participate. If one party refuses to take part, there is no real negotiation taking place.

       

       

      A simple negotiation can follow these steps:

      1. Introduce the problem

      Clearly explain what the disagreement is about.

      For example, two students working on a group assignment may disagree about how much each person should contribute towards the project.

      2. Listen to the other party

      Give the other person a chance to explain their perspective and what they think the solution should be.

      For example, one student might explain that they agree they need to contribute, but they cannot afford the full amount at that particular time.

      3. Give your own perspective

      Once the other person has finished, explain your own side. Don't just wait for them to stop talking so you can argue back.

      You could explain that the money is needed soon to buy the materials, and delaying the contribution could affect the whole group.

      4. Look at possible solutions

      Now both sides can suggest different ways of solving the problem.

      Maybe the student pays part of the money now and the rest later. Maybe the group agrees on a different contribution. The point is to look for a solution instead of simply trying to prove who is right.

      5. Agree and refine

      Once you find a solution that works, agree on it. If something is still unclear or the solution creates another problem, go back and discuss it further.

      Good negotiation requires respect, empathy, patience, active listening, clear communication, honesty and a willingness to compromise.

      The goal is not always to get everything you want. Sometimes the goal is to find a solution that both parties can live with.

      Video Disclaimer:
      The video used in this course does not belong to us. It is being used for educational purposes only. We do not claim ownership of the video or its content.


  • Mediation "we need help to resolve this"

    • Sometimes, two people have a disagreement and simply cannot solve it on their own.

      They've both made their positions clear, emotions may be getting in the way, and every conversation just turns into another argument.

      That's where mediation comes in.

      Mediation involves bringing in a neutral third person, known as a mediator, to help the parties communicate, understand each other's perspectives and work towards a solution.

       

       

      The mediator is not there to pick a side or simply declare who is right and who is wrong. Their role is to help both parties have a productive conversation and find common ground.

      For example, imagine two students who have a disagreement over money from a group project. They've tried talking about it themselves, but neither is willing to listen to the other.

      A trusted lecturer, student leader or another neutral person could act as the mediator.

      The mediator can allow one student to explain their side, then give the other student the same opportunity. They can help clarify misunderstandings, identify what each person actually wants and guide the conversation towards possible solutions.

      The final agreement still comes from the parties themselves.

      Good mediation requires neutrality, patience, active listening, empathy, respect and good communication.

      Sometimes, people don't need someone to tell them who's right.

      They just need someone to help them hear each other.

      Video Disclaimer:
      The video used in this course does not belong to us. It is being used for educational purposes only. We do not claim ownership of the video or its content.


  • Arbitration "We Need Someone To judge This"

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      Sometimes negotiation and mediation don't work. The two parties have tried to find common ground, but they still can't agree.

      That's where arbitration comes in.

      Arbitration is where two parties present their dispute to a neutral third party, known as an arbitrator, who considers both sides and makes a decision.

      For example, two companies may disagree over a contract. They have tried negotiating but cannot agree on whether the contract was fulfilled. If their agreement allows for arbitration, they can present the dispute to an arbitrator.

      Both sides explain their position and provide relevant evidence. The arbitrator then considers the matter and makes a decision, known as an arbitral award.

      The key difference is simple:

      Mediation: A third party helps you reach an agreement.

      Arbitration: A third party makes a decision.

      Good arbitration requires fairness, impartiality, independence and proper consideration of both sides.

      Video Disclaimer:
      The video used in this course does not belong to us. It is being used for educational purposes only. We do not claim ownership of the video or its content.