conflict commutation

conflict commutation.

The Mediation Process Instructions: Go to the following web address:;_ylt=Awr…

View the video Conflict between CHWs (Community Health Workers)

Use the provided Mediation Process to complete an analysis of the video. All reports must be typed. See the following example, to construct your mediation intervention.

The Mediation Process Example:

Step 1: Hear the stories: Paraphrase each person’s story objectively and succinctly.

Charlie and Mike:

Charlie: I need more flexibility to make last-minute changes to the marketing brochure before production. We are paid for our creativity and to produce a quality brochure that will sell our clients’ products. We’ll lose clients if we can’t handle their demands and produce flawless marketing products.

Mike: Last-minute changes frustrate the production staff and are very costly. The client doesn’t pay for these changes, we do. If we don’t get a handle on costs, we’ll have to pass these extra costs on to our clients. But then, we’ll lose our competitive advantage and our clients will look elsewhere.

Step 2: Uncover interests

Charlie’s Interests

Mike’s Interests

Loss of flexibility

Burden on production staff

Loss of creativity

Avoid additional costs to company

Unable to be responsive to client demands

Avoid charging client more money

Producing products that are not quality

Loss of competitive edge

Losing clients

Losing clients

Step 3: Describe affect

Charlie’s Interests

Mike’s Interests

Worried about losing flexibility

Frustrated production staff about last-minute changes

Worried about losing creativity

Production staff feels inconvenienced about last minute changes.

Concerned that the team will be unable to be responsive to client demands

Worried about additional costs to company and clients

Fear that products will be poor quality

Concerned about losing competitive edge

Fearful of losing clients

Fearful of losing clients

Step 4: Identify the problem or problems. Summarize your understanding of the problem(s) here.

Customers like to make last minute changes that are very costly to the company.

Step 5: Frame the Issue. Frame the issue or issues in the form of a question that articulates the problem in a way that captures both persons’ concerns.

Charlie and Mike: How can we produce quality marketing products that will satisfy clients’ fluctuating demands and allow for last-minute changes yet avoid costing more and forcing the company to pass additional costs on to clients?

Step 6. Generate Solutions: Ideally, (each person will generate their own options). For our purposes, you will generate the options from each person’s perspectives.

Charlie: Perhaps a member of the production team should join me when working with clients to communicate realistic expectations regarding changes, deadlines and schedules. I also need to learn more about the financial end of our business, so I won’t make promises I can’t keep.

Mike: Prohibit changes. We could establish a fee schedule of additional costs that a client may incur if changes are made. Charlie could provide this to clients during initial negotiations. We can then work more closely with Charlie to ensure against the need for last-minute changes.

Step 7. Evaluate Options


Bad option(s): We can’t prohibit all changes. I don’t want to be too rigid about the potential costs for last-minute changes. I don’t want my creativity to be hampered, and I don’t want to scare off the client.

Good option(s): We could let clients know that they are free to make changes up to a certain date. After this date, they will be charged additional fees.


Bad option(s): I don’t think our production team should be involved in initial negotiation meetings with the client. We don’t have the time, and we don’t want to interfere with the negotiation process.

Good options(s): The production team could create a fee schedule outlining the costs of last-minute changes for customers. Customers could see how the costs increase for the more changes that are made and the later the changes are made. The customer would be in charge of making the decision about last minute changes.

Step 8. Reject/Accept Options and Form Agreements

Rejected Options: Changes will not be prohibited. The production team will not be involved in initial negotiation meetings with clients.

Accepted Options, Interim Agreements: The production team will create a fee schedule for last-minute changes. Charlie will explain to clients that changes are free up until a certain date. He will also explain the costs of last-minute changes to clients.

Step 9. Address Issues Requiring Further Discussion

Who will determine the date when it is too late for clients to make changes? How will this date be determined? If the client makes last-minute changes will we need a new contract?

Step 10. How will you assess if the solution is working?

  1. Meet with Charlie and Mike to see how the fee schedule is affecting creativity and quality. Are last-minute changes still frustrating the production staff? Assess whether the production staff has the equipment or workers to handle last-minute changes effectively.
  2. Give a customer service questionnaire and ask specifically about the new last-minute fee schedule.

conflict commutation