From the Ombuds Office

From the Ombuds Office

Guide for Resolving Conflict

Conflict is a part of everyday life.Most conflict can be resolved informally with the person you have the conflict with and can lead to good discussion and improvements in relationships or practices. However, if conflict is not handled properly, it can be stressful, upsetting and possibly interfere with your studies.Below are some guidelines for both preventing and managing conflict:

Save Everything

• Keep copies of all official documents you send and receive. (It is best not to use email as it is not a secure form of communication.)
• Keep a written record of all the steps you have taken to resolve your concern, who you have spoken to and the dates and times.
• Document all illnesses and crises.(Remember to keep your instructor in the loop.)

Read Everything

• Carefully read your Student Handbook, program description, course outlines, schedules and all the information you receive from the College regarding registration, residence, financial aid, student loans etc.
• Log on to Blackboard regularly to check for messages, updates, marks etc.

Be Prepared

• Before you contact a College department, take some time to think about and simplify your complaint so that it is specific, clear and concise.
• Reflect on the situation and your own behaviour and figure out why it is important to you.
• Before reacting to a bad grade, a decision you think is unfair or a situation you hadn’t anticipated, ask for more information. (You’ll be in a better position to assess what happened and make an informed response.)
• Write down the problem in chronological order to help you organize your thoughts (the main issue, the action you are seeking and your questions) butdon’t tell your life story.
• Have all the documentation on hand that you will need for your discussion.
• Be aware of your financial responsibilities and College deadlines.
• Find out the person’s name and title that you are talking to. (Most people will appreciate that this is responsible action on your part rather than getting annoyed.)
• Choose a good time to speak with the other person.
• Say if you want the conversation to be kept confidential, so there are no misunderstandings.

Get Informed

• Collect relevant information from a variety of sources (e.g. student services, your instructors etc.) and be sure to communicate your needs to instructors and staff. (They won’t know what you need or want, or what your issues are unless you tell them.)

• Do not assume anything! For example: do not assume that the instructor will withdraw you when you stop going to class (even if you let them know). If you wish to withdraw from a course, there is a formal procedure to follow and deadlines to meet.
• Find out what policies, procedures or records are relevant to your situation.
• If you cannot resolve the matter, ask who else you might be able to talk to and how to contact.

Ask Questions

• Listen carefully with the intent of understanding the other person’s feelings,perspectives, reasons and look for areas of agreement; request clarification or assistance.
• Ask questions until you understand what happened and any instructions you are given e.g.

Think Before Reacting – But Don’t Procrastinate!

• Consider the options and weigh the possibilities before reacting in haste. (The same response is not appropriate for every conflict.)
• Act as soon as possible and check back with them by a certain date. (Be sure to follow guidelines for appeals and other formal processes and meet deadlines.)
• In most cases the longer you wait, the more difficult it will be to resolve your problem.

Be Courteous and Persistent

• Communicate respectfully, stay calm and remain civil, and work together to settle the conflict.
• Avoid blame and personal attacks. (Focus on the problem and not the person.)
• Be reasonable and let the person know you are hearing what is being said.
• Don’t assume malevolent intent or be confrontational. Most people will want to help you.
• Be polite and stay focused on solving the problem.Emphasize diplomacy.
• Don’t interrupt, argue, accuse, blame, name call, put down or tell people to calm down.
• If you realize you were in the wrong, then offer a sincere apology.

Ask for Help

• If you have exhausted all your options or if you don’t know where to begin, then contact the Ombuds Office for help.

Kim Morgan, Ombudsperson

Phone: 475-6209 Toll Free: (800) 465-5493

Many thanks to the Ombuds Offices at Portland State University for permission to make use of their PSU Survival Tips webpage and Ryerson University for their Trouble Shooting Tips web page.