Answer to Question 1
a. Choose a mediator: A mediator acts as a referee, and his or her main job is to keep both sides talking about the issue. Thus, its important to choose someone neutral.
b. Both sides state positions: Often, conflict results because one or both sides have not clearly stated their positions. Clearly identifying issues can help assess the overall problem.
c. Identify the issues: Here, both sides identify the actual issues, thus clarifying the source of the conflict.
d. Prioritize the issues from most to least important: Once each side has prioritized the issues, it is easier to see what is important to each side. Sometimes there is agreement on whats important, and its easy to focus on the most important issues. When there isnt agreement, its still helpful to know whats important to whom.
e. Address each issue separately, trying to find a middle ground that is acceptable to both sides of the dispute: Focusing on one issue at a time makes dealing with each one easier.
f. Write down an agreement that both sides can accept: Its important to have a written framework to which both sides can refer.
Answer to Question 2
A quality-feedback loop is designed to ensure quality and to evaluate progress. It goes through the following steps:
a. Review objectives
b. Complete tasks
c. Assess outcome
d. Refine process
The reason it is called a loop is that once it is finished, it starts over.
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