UNDPKO Civilian Police DivisionUNDPKO Civilian Police DivisionDraft Training Module, June 2005 Draft Training Module, June 2005

Community Community ConflictConflict

ResolutionResolution

Structure of PresentationStructure of Presentation1.1. Understanding Societal Conflict Understanding Societal Conflict

and Community Conflict and Community Conflict ResolutionResolution

2.2. Communication in context of UN Communication in context of UN Peace OperationsPeace Operations

3.3. Interpersonal MediationInterpersonal Mediation

4.4. Dealing with PrejudiceDealing with Prejudice

5.5. Community PeacebuildingCommunity Peacebuilding

6.6. Inter-Group Conflict ResolutionInter-Group Conflict Resolution

Session 1Session 1

Understanding Societal Understanding Societal Conflict and Community Conflict and Community

Conflict Resolution Conflict Resolution in the UN Peace Operations in the UN Peace Operations

ContextContext

Session 1 StructureSession 1 Structure

i.i. Orientation and trust buildingOrientation and trust building

ii.ii. Risk factors in societal conflictRisk factors in societal conflict

iii.iii. Approaches to conflict Approaches to conflict management and management and peacebuildingpeacebuilding

i. Orientation and trust buildingi. Orientation and trust building

ObjectivesObjectives Ground rules Ground rules CasesCases Trust building to promote Trust building to promote

collaborative problem solvingcollaborative problem solving

Overall Objectives of CCR TrainingOverall Objectives of CCR Training Understand risk factors for escalating Understand risk factors for escalating

violenceviolence Understand approaches for managing Understand approaches for managing

conflict locally, especially needs-based conflict locally, especially needs-based approachesapproaches

Develop practical skills for engaging Develop practical skills for engaging parties to a conflict to de-escalate parties to a conflict to de-escalate tensions and promote problem solvingtensions and promote problem solving

Develop skills in mediating inter-Develop skills in mediating inter-personal, community and local inter-personal, community and local inter-group conflictsgroup conflicts

ii. Risk Factors for Societal Violenceii. Risk Factors for Societal Violence

1. Group incentives for collective action: 1. Group incentives for collective action: threat to human needs for: threat to human needs for: a) security; a) security; b) identity/respect; b) identity/respect; c) distributive justice/effective participationc) distributive justice/effective participation

2. Strength of separate group identity2. Strength of separate group identity3. Group capacity for collective action3. Group capacity for collective action4. Domestic opportunity factors for collective 4. Domestic opportunity factors for collective

actionaction5. International opportunity factors for 5. International opportunity factors for

collective actioncollective action

iii. Approaches to Conflict iii. Approaches to Conflict Management and PeacebuildingManagement and Peacebuilding

Four approachesFour approaches Conventional modelConventional model Dual concern modelDual concern model Needs based approach: 4 phasesNeeds based approach: 4 phases

Four Approaches to Local Conflict Management and Peacebuilding

Four Approaches to Local Conflict Management and Peacebuilding

Power-basedPower-based

Rights-basedRights-based

Needs-basedNeeds-based

ExperientialExperiential

Strong, realist,hard bargaining, hawk

Compromise

Deferential, Idealist, soft, dove

Conflict Management StrategiesConflict Management StrategiesAssertive: High concern for own outcomesAssertive: High concern for own outcomes

competitive,competitive, collaborative,collaborative,adversarialadversarial integrative integrative

oo

ooLess concern forLess concern for Affirming: High concernAffirming: High concern

compromisingcompromisingrelationship/otherrelationship/other for relationship/otherfor relationship/other

oo oo

avoiding,avoiding, accommodating,accommodating,withdrawalwithdrawal yieldingyielding

Less concern for own outcomesLess concern for own outcomes

Session 1 SummarySession 1 Summary

i.i. Objectives – roles for UN police in Objectives – roles for UN police in sustaining peace?sustaining peace?

ii.ii. Risk factors and needs in societal Risk factors and needs in societal conflict?conflict?

iii.iii. Use constructive approaches for Use constructive approaches for community conflict management and community conflict management and peacebuilding as neededpeacebuilding as needed

Questions?Questions?

Session 2Session 2

Communications Communications

in the UN in the UN

Peace Operations ContextPeace Operations Context

Session 2 StructureSession 2 Structure

i.i. Attitudinal prismAttitudinal prismii.ii. Giving the message – non-violent Giving the message – non-violent

communication communication iii.iii. Getting the message – active Getting the message – active

listening techniqueslistening techniquesiv.iv. Engaging the stakeholders – multi-Engaging the stakeholders – multi-

track diplomacy and dealing with track diplomacy and dealing with difficult people difficult people (ex)(ex)

i. Attitudinal Prismi. Attitudinal Prism

Conflict = situation + behaviour + Conflict = situation + behaviour + attitudesattitudes

Attitudes are based on selective Attitudes are based on selective perceptions, beliefs, stereotypes and perceptions, beliefs, stereotypes and communications – all affect how we communications – all affect how we interpret what we see and hearinterpret what we see and hear

Most open to change are Most open to change are communications and stereotypescommunications and stereotypes

ii. Non-Violent Communicationii. Non-Violent Communication

Impact of culture, emotions etc. Impact of culture, emotions etc. Respect cultural differences: not a Respect cultural differences: not a

question of right or wrongquestion of right or wrong Inform and empower the listenerInform and empower the listener Avoid negative attributions (“You…”)Avoid negative attributions (“You…”) Focus on 1. what I have observed, 2. Focus on 1. what I have observed, 2.

what I feel, 3. value and 4. requestwhat I feel, 3. value and 4. request Be aware of body languageBe aware of body language

iii. Active Listeningiii. Active Listening

Pay attention, minimize distractionsPay attention, minimize distractions Check the body languageCheck the body language Elicitive questions (“Can you say more Elicitive questions (“Can you say more

about that? How would that work?”)about that? How would that work?”) Avoid advising, comparing, cutting in.Avoid advising, comparing, cutting in. Reflecting back (“So what I’m hearing Reflecting back (“So what I’m hearing

is… In other words, you want…”)is… In other words, you want…”)

iv. Engaging the stakeholdersiv. Engaging the stakeholders

Problem oriented policingProblem oriented policing Multi-track diplomacy: needs-based, Multi-track diplomacy: needs-based,

inclusive, joint problem solvinginclusive, joint problem solving Build trust, capacity, consensus and Build trust, capacity, consensus and

commitmentcommitment Dealing with difficult people situations Dealing with difficult people situations

(emotional, negative attitudes, (emotional, negative attitudes, coercive, distrustful, dirty tricks etc.) coercive, distrustful, dirty tricks etc.) ((ex)ex)

Problem oriented policingProblem oriented policing Multi-track diplomacy: needs-based, Multi-track diplomacy: needs-based,

inclusive, joint problem solvinginclusive, joint problem solving Build trust, capacity, consensus and Build trust, capacity, consensus and

commitmentcommitment Dealing with difficult people situations Dealing with difficult people situations

(emotional, negative attitudes, (emotional, negative attitudes, coercive, distrustful, dirty tricks etc.) coercive, distrustful, dirty tricks etc.) ((ex)ex)

Summary Session 2Summary Session 2

Why are communication & conflict Why are communication & conflict resolution skills necessary?resolution skills necessary?

How best to change negative attitudes in How best to change negative attitudes in conflict?conflict?

What is non-violent communication?What is non-violent communication? What is active listening?What is active listening? Role of multi-track diplomacy? Role of multi-track diplomacy? Principles for dealing with difficult peoplePrinciples for dealing with difficult people Cross-cultural communicationCross-cultural communication

Questions?Questions?

Session 3Session 3

Interpersonal Interpersonal Mediation in Mediation in

UN Peace OperationsUN Peace Operations

Session 3 StructureSession 3 Structure

Roles of third partiesRoles of third parties Mediation process: opening, Mediation process: opening,

discussion, closingdiscussion, closing Role play exercise Role play exercise (case 1)(case 1) Qualities of a good mediatorQualities of a good mediator

Roles of third partiesRoles of third parties Mediation process: opening, Mediation process: opening,

discussion, closingdiscussion, closing Role play exercise Role play exercise (case 1)(case 1) Qualities of a good mediatorQualities of a good mediator

Roles of Third PartiesRoles of Third Parties ForceForce (power orientation—conflict (power orientation—conflict

suppression or containment);suppression or containment); AdjudicationAdjudication (rights orientation—formal (rights orientation—formal

conflict management);conflict management); ArbitrationArbitration (rights—conflict management, (rights—conflict management,

parties choose arbitrator not outcome);parties choose arbitrator not outcome); Power mediation Power mediation (mixed orientation);(mixed orientation); MediationMediation (needs orientation—integrative (needs orientation—integrative

dispute resolution, parties decide outcome);dispute resolution, parties decide outcome); FacilitationFacilitation (needs orientation—informal (needs orientation—informal

integrative conflict transformation, integrative conflict transformation, community or inter-group).community or inter-group).

ForceForce (power orientation—conflict (power orientation—conflict suppression or containment);suppression or containment);

AdjudicationAdjudication (rights orientation—formal (rights orientation—formal conflict management);conflict management);

ArbitrationArbitration (rights—conflict management, (rights—conflict management, parties choose arbitrator not outcome);parties choose arbitrator not outcome);

Power mediation Power mediation (mixed orientation);(mixed orientation); MediationMediation (needs orientation—integrative (needs orientation—integrative

dispute resolution, parties decide outcome);dispute resolution, parties decide outcome); FacilitationFacilitation (needs orientation—informal (needs orientation—informal

integrative conflict transformation, integrative conflict transformation, community or inter-group).community or inter-group).

Mediation ProcessMediation Process

Opening the mediationOpening the mediation (explanation)(explanation)

Mediated discussionMediated discussion

ClosingClosing

Opening the MediationOpening the Mediation WelcomeWelcome, introductions, seating (circular), introductions, seating (circular) Explain the Explain the mediator’s rolemediator’s role (facilitating the (facilitating the

process, neutral on the outcome)process, neutral on the outcome) Explain the Explain the mediation proceduremediation procedure Explain Explain confidentialityconfidentiality Confirm parties know what they are here to Confirm parties know what they are here to

discuss, and have discuss, and have power to settlepower to settle Agree on Agree on ground rulesground rules (no violence or threats + (no violence or threats +

as preferred)as preferred) QuestionsQuestions (ensure process understood) (ensure process understood) Ensure Ensure comfortcomfort (explain breaks)(explain breaks) Sign Sign agreement to mediateagreement to mediate (if desired/required) (if desired/required)

Mediation DiscussionMediation Discussion Opening statements by each party in Opening statements by each party in

turn (invite the aggrieved party first)turn (invite the aggrieved party first) Parties free exchange Parties free exchange (mediator (mediator

facilitates)facilitates) Mediator restates: clarify issues, Mediator restates: clarify issues, needsneeds Breaks, side meetings if neededBreaks, side meetings if needed Brainstorm optionsBrainstorm options for meeting needs for meeting needs Evaluate optionsEvaluate options, get to agreement , get to agreement Clarify and review agreement, Clarify and review agreement, next next

steps (implementation, accountability)steps (implementation, accountability)

Closing the mediationClosing the mediation Summarize & next stepsSummarize & next steps Adoption/signing of agreement Adoption/signing of agreement Thank and congratulate partiesThank and congratulate parties Next meeting (open door, follow Next meeting (open door, follow

up)up) Destroy confidential notesDestroy confidential notes Submit report as requiredSubmit report as required

Qualities of a Good MediatorQualities of a Good Mediator Respected and trusted by the parties, Respected and trusted by the parties,

not anxious for recognitionnot anxious for recognition Impartial: able to focus on process, put Impartial: able to focus on process, put

aside own opinions on outcomeaside own opinions on outcome Strong “people skills”—active listener, Strong “people skills”—active listener,

patient, empathic, nonviolent patient, empathic, nonviolent communicator, able to be directive on communicator, able to be directive on process, ok with parties’ high emotionsprocess, ok with parties’ high emotions

Imaginative in helping parties to find Imaginative in helping parties to find their own ideas to solve their problems their own ideas to solve their problems

Expert in mediation process, not Expert in mediation process, not necessarily on the issues in disputenecessarily on the issues in dispute

Session 3 SummarySession 3 Summary Third party rolesThird party roles Mediation process: 3 stages Mediation process: 3 stages Use common sense and apply Use common sense and apply

guidelines as appropriate to your guidelines as appropriate to your situationsituation

Qualities of a good mediatorQualities of a good mediator

Session 4Session 4

Dealing withDealing with

StereotypesStereotypes

Session 4 StructureSession 4 Structure Inter-cultural communication, Inter-cultural communication,

body languagebody language Stereotypes, blaming, Stereotypes, blaming,

victimhood and prejudice victimhood and prejudice reduction reduction

Mirror, mirror exerciseMirror, mirror exercise Hot buttonsHot buttons

Session 5-6Session 5-6

Community Community

Peacebuilding in UN Peacebuilding in UN Peace Operations Peace Operations

ContextContext

Session 5-6 StructureSession 5-6 StructureBuilding on indigenous strengthsBuilding on indigenous strengths

12 methods for community 12 methods for community peacebuildingpeacebuilding

Ho’oponopono (role play: case 2)Ho’oponopono (role play: case 2)

Brainstorming and consensusBrainstorming and consensus

Envisioningrestorative &social justice

Negotiating solutions, joint planning

Reconciliation

Choice to forgive

Acknowledging wrongdoing, apologies, truth-telling, re-writing history Identifying needs:

“Why them?” Re-humanizing the “other”

Facing fears

Mourning, expressing grief, accepting loss

Realization of loss

Suppression of grief/fears

Anger:“Why me?”

Desire for justice/revenge

Creating myths, heroes & the “right” history

Act of “justified”

aggression

Injury, pain, shock, denial

Aggression

CYCLES OF ESCALATION & TRANSFORMATION

Community Peacebuilding MethodsCommunity Peacebuilding Methods

A: Focused on A: Focused on healinghealing – –

1. 1. ExculpatoryExculpatory (going beyond blaming) (going beyond blaming)

2. 2. Reparation/restitutionReparation/restitution (restorative justice) (restorative justice)

3. 3. Apology/forgivenessApology/forgiveness (best if transactional) (best if transactional)

4. 4. PenitencePenitence (prayer, meditation or confession (prayer, meditation or confession to restore integrity – inner focus)to restore integrity – inner focus)

5. 5. PunishmentPunishment (retributive justice—juridical (retributive justice—juridical accountability)accountability)

6. 6. Shared karma Shared karma (shared responsibility for (shared responsibility for creating our situation—also helps with B)creating our situation—also helps with B)

Community Peacebuilding MethodsCommunity Peacebuilding MethodsB: Focused on closure and starting afresh – B: Focused on closure and starting afresh – 7. 7. TruthTruth (history gathering—for transparency (history gathering—for transparency

of understanding)of understanding)8. 8. TheaterTheater (reliving—for opening and release (reliving—for opening and release

of emotions, so ready to move on)of emotions, so ready to move on)9. 9. Joint sorrowJoint sorrow (integrate community by (integrate community by

empathy, support)empathy, support)10. 10. Joint reconstructionJoint reconstruction (recreate the past as (recreate the past as

positive – how we might have done better)positive – how we might have done better)11. 11. Joint conflict resolutionJoint conflict resolution (to create a (to create a

positive future)positive future)12. 12. Ho’oponoponoHo’oponopono (can include all the above (can include all the above))

Ho’oponoponoHo’oponopono5 stages: 5 stages: 1st round: Gathering perspectives on 1st round: Gathering perspectives on

the crisis and defining problem the crisis and defining problem 2nd round: Reflective phase 2nd round: Reflective phase 33rdrd round, integrative phase: round, integrative phase:

brainstormingbrainstorming4th, consensus building, action 4th, consensus building, action

planning and implementationplanning and implementationClosing, according to local customClosing, according to local custom

Session 5-6 SummarySession 5-6 Summary Build on indigenous strengthsBuild on indigenous strengths 12 approaches: which ones work 12 approaches: which ones work

here?here? Ho’oponopono: adapt to cultureHo’oponopono: adapt to culture Principles for brainstormingPrinciples for brainstorming Minimum level of consensus?Minimum level of consensus?

Questions?Questions?

Session 7-8Session 7-8

Inter-Group Inter-Group

Conflict ResolutionConflict Resolution

In UN Peace In UN Peace Operations ContextOperations Context

Inter-Group Inter-Group

Conflict ResolutionConflict Resolution

In UN Peace In UN Peace Operations ContextOperations Context

Session 7-8 StructureSession 7-8 Structure

The ARIA processThe ARIA process AARIA Adversarial phase: what?RIA Adversarial phase: what? AARRIA Reflective phase: why?IA Reflective phase: why? ARARIIA Integrative phase: how?A Integrative phase: how? ARIARIAA Action phase: implement Action phase: implement Role play exercise – case 3Role play exercise – case 3 EvaluationEvaluation

ARIA Adversarial PhaseARIA Adversarial Phase Entry phase: what is the conflict Entry phase: what is the conflict

about?about? Parties advocate, argue positionsParties advocate, argue positions Clarifies the Clarifies the issuesissues and shows and shows

where the parties are firmwhere the parties are firm Demonstrates limits of adversarial Demonstrates limits of adversarial

stylestyle Role reversal to deepen Role reversal to deepen

understandingunderstanding

ARIA Reflective PhaseARIA Reflective Phase

Reframing to understand why?Reframing to understand why? From positions on the issues to From positions on the issues to

underlying interests, fears, needsunderlying interests, fears, needs Small groups, active listeningSmall groups, active listening Report to plenaryReport to plenary List (flipcharts) and compare needs List (flipcharts) and compare needs

and concerns of each partyand concerns of each party

ARIA Integrative PhaseARIA Integrative Phase Inventing options to address needsInventing options to address needs Focus is on Focus is on howhow to resolve the conflict to resolve the conflict Brainstorm first: creative idea Brainstorm first: creative idea

generation (bridging, compensating, generation (bridging, compensating, expanding the pie etc.)expanding the pie etc.)

Then evaluate: which ideas might be Then evaluate: which ideas might be adapted as part of a consensus?adapted as part of a consensus?

Small groups refine each theme basketSmall groups refine each theme basket Plenary decides by consensusPlenary decides by consensus

ARIA Action PhaseARIA Action Phase

Action planning: who does what Action planning: who does what when and how?when and how?

Verifiable commitmentsVerifiable commitments Monitoring and sustained follow-upMonitoring and sustained follow-up Multi-track networkingMulti-track networking Prepare for re-entryPrepare for re-entry

Session 7-8 SummarySession 7-8 Summary Value of citizen and police involvement Value of citizen and police involvement

in peacebuilding – from power to needsin peacebuilding – from power to needs Model for inclusive democratic cultureModel for inclusive democratic culture Integrative, needs based approach: Integrative, needs based approach:

parties acting voluntarily for own goodparties acting voluntarily for own good Work with internal as well as inter-Work with internal as well as inter-

group differencesgroup differences Conflict motivates constructive changeConflict motivates constructive change Long-term process > sustainable peaceLong-term process > sustainable peace

Questions?Questions?