1 “ Smooth seas do not make skilful sailors” African proverb People do not learn to be good at their jobs if things always go well; a certain amount of difficulty or conflict can be a positive thing. 2 3 unrealistic flexibility communicating personnel management 4 Listening A. Listening A.  Unrealistic expectations about what a contract can deliver  Lack of flexibility  Lack of communication  Differences of opinion about how an arrangement is meant to work  Changes in personnel or management structures  A machine component falling  A specification not being thought through 5 6 The three elements: 1)Creating focus (i.e. ensuring that there is a full and frank discussion with the parties in dispute about the issues as they understand them) 2)Creating the right atmosphere for difficult conversations to take place (in other words, creating an environment for the parties to discuss difficult issues thoroughly) 3)Making sure that the decision-makers are willing to get involved in the meditation process 7 8 READING READING CONFLICT MANAGEMENT CONFLICT MANAGEMENT 1- What qualities does a mediator need?  Patience  Determination  Detachment  Confidence 2- How can disagreement be a positive thing? Disagreement might have enabled the participants to see different aspects of the subject that they had not considered before. 9 10