Quick Menu:

1. Do's and don'ts for handling problems
2. Key questions in resolving the problem
3. Professional behaviours - A partial checklist
4. Conflict Reaction Profile
5. Guide for resolving conflict
6. Conflict resolution worksheet
7. Student and instructor issues
8. Strategies for resolving conflict
9. Seven strategies for resolving a dispute
10. Ten tips for bringing harmony and accord back into your life
11. Some do's and don'ts to resolve a conflict
12. Ombuds tips: Expressing thoughts and feelings well
13. Ombuds tips: Use active listening
14. The Complainer Quiz
15. When Your Behaviour is Considered Offensive 
16. Protect Yourself from Sexual Harassment/Boundary Violations

Do's and don'ts for handling problems

Do's:

• Prepare yourself for the meeting by reviewing rules and facts.
• Review the history of your problem so you can clearly present your perspective.
• Be clear about the nature of the problem, your desired solution and options.
• Take action as soon as possible - waiting to deal with a problem may make it more difficult.
• Identify yourself and your problem clearly.
• Remain calm and objective; be pleasant and polite (this encourages people to want to help you).
• Listen carefully, ask questions and make sure you understand the other person's point of view and any advice or instructions that you are given.
• Write down important information and keep a written record of all the steps you have taken to resolve your problem, including dates and times.
• Keep copies of all your correspondence and forms.
• If the person you are speaking with is not able to help, ask them to refer you to someone who might do so.

Don'ts:

• Don't be afraid to ask questions.
• Don't interrupt the other person when they are speaking.
• Don't try to solve your problem when you are angry - cool off first.
• Don't give up - stick up for yourself (unless, of course you discover you are wrong or over-reacting).
• Don't delay: appeals and other formal processes must be made within specific timelines.
• Don't be afraid to ask for help. If you have exhausted all your options or if you don't know where to begin, then contact the Ombudsperson.

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Key questions in resolving the problem

• What is the issue?
• Who have you approached?
• Who else might you approach?
• How would you resolve the problem?
• If you were the other person, what do you think would be a fair resolution?
• How and when can you approach the other person at a time when they can listen?
• How can you apply these conflict resolution principles to your situation?

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Professional behaviours - A partial checklist

• Be punctual
• Be a good listener
• Manage time well
• Respect boundaries and roles
• Show respect for others (it's just not a feeling, it's actions)
• Respect yourself
• Refrain from vulgar language, questionable humour, long speeches
• Observe the dress code, whether written or unwritten
• Follow all the rules e.g. keep confidential information confidential
• Learn to take criticism and use it constructively
• Show appreciation of others
• When criticizing others, find ways to be constructive, supportive and truthful all at the same time
• Be aware of the impact of your words on others
• Be responsible for your actions - don't make excuses
• Be reliable - follow through on commitments
• Be mindful of your own limits
• Think critically; avoid assumptions and other mind traps
• Know your stuff
• Love what you do!

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