Thank you for helping!

Read the PROBLEM SOLVING Case "National Conflict Resolution Center

Helps Find Win-Win solutions" AT THE END OF CHAPTER 14 IN THE

TEXTBOOK

Ouestions

1) Based on this description of mediators, what kinds of supervisory skills are needed for mediating a conflict? Consider the various skills described in Chapter 1 through 14.

2) When might a supervisor benefit from using trained mediators. such as NCRC mediators, rather than mediating a conflict him- or her- self? Why would the experts be important in these situations?

3) Suppose you are a supervisor of TSA screeners in an airport. You notice that a passenger is visibly

upset about having her carry-on bag

inspected. As you step near the table where the inspection is taking place, you hear her say, "You're going to make me miss my flight." Would you get involved in the situation? If so, how? What, if any, mediation skills from NCRC might help you?