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Creating a dialogue with the community
– finding more about ‘conflict’
David Leonard - Manager Policy & Projects / Mediator
Dispute Settlement Centre Victoria
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What do you see here?
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Who is DSCV?
• DSCV is a free service provided by the Department of Justice
• Our Focus is assisting clients to manage conflict themselves
• We provide informal, impartial, accessible, free dispute resolution services
– Advice & coaching (Dispute Advice)
– Mediation / Facilitation
– Training & Workshops
• DSCV deal with a wide range of disputes between individuals and small or large groups
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What is accessibility?
Removing language barriers using interpreters
Publishing information in a range of languages
Simple easy to use website
Connecting with community “gatekeepers’’
Making service culturally sensitive
Building confidence in the service /
Overcoming distrust in government
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Who is on our radar?
CALD – established communities
Chinese, Italian, Greek
Newly Arrived Communities
Communities of Burma,
Sub Saharan, Middle Eastern
Indigenous Communities
Older Victorians
Socially Disadvantaged Community Groups
Anyone who has trouble going through the usual service networks
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Challenge for DSCV
Do other people see “conflict”
the same way we see “conflict”
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Assumptions about Conflict Resolution
Conflict management is a skill
We develop skills as we compete for resources
Emotions and behaviour are important
Good communication is important for resolution
Process and good structures help people exercise
their skills
http://blog.ninapaley.com/wp-content/uploads/2009/12/CultOfOriginality0011.png
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Conflict Cards - Method
Used in workshops / engagement activities
Start dialogue about ‘conflict’
Ask groups to look at 50 ‘clipart’ images
As a group separate into Cause / Cure / Unknown
No ‘right’ or ‘wrong’
Group discussion
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Communication:
Talking / not talking / smiling / mobile phone / social
media
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Resources
Money, time, affection,
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Behaviours
Expressing emotions: shouting, crying, thinking
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Neighbourhood
Dogs, Stereo, Mowing, parking fines, car crash
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Social Context
• Legal system, flags, queues, ballot box, alcohol,
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Debriefing -
Are there any
patterns here?
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Groups
• Community housing residents (1)
• Council (3)
• Koori services (2)
• Legal centres (2)
• Newly arrived community groups (2)
• Senior citizens (2)
• Volunteer / Club office bearers (2)
All Melbourne metropolitan area
Average group size 20 people
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Most Common Cures
Newly Arrived Communities:
Indigenous Groups:
Mixed / non specific
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Most popular Causes?
Newly Arrived Communities:
Indigenous Groups:
Mixed / non specific
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Most hotly debated items
Newly Arrived Communities:
Indigenous Groups:
Mixed / non specific
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Further Elaboration..
• Flags – All flags or just some flags?
• Facebook –
• Alcohol – 2 drinks good / 3 drinks bad?
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What can we take away
• Many similarities in responses, confirms some
assumptions (about conflict)
• Experience of conflict is not uniform
Inward Focus Vs External focus
View of Conflict as part of broader social process Vs
contained disputes between individuals
• This is just a starting point
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Where to from here?
Here are some outcomes we have heard from various community groups:
Increased accessibility of DSCV services to community –
Improved / culturally sensitive ADR services
Capacity Building / Dispute prevention within Community
Community building opportunities
