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Understanding Informal Resolution System: Key Elements & Processes

Learn about IRS concept, key elements, and working knowledge. Identify behavior zones, roles, and resolution options within IRS framework. Explore responsibilities, options, and action steps for conflict resolution in different situations. Enhance communication and problem-solving skills through effective training resources.

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Understanding Informal Resolution System: Key Elements & Processes

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  1. INFORMALRESOLUTIONSYSTEM

  2. OVERVIEW • Define IRS concept • Discuss IRS key elements • Demonstrate working knowledge of IRS

  3. Definition of Terms INDIVIDUAL RESPONSIBILITY BEHAVIOR ZONES DIR RESOLUTION OPTIONS 3rd TIR A B C D ROLES I DO NOT IGNORE

  4. Behavior Zones RED ZONE YELLOW ZONE BEHAVIOR ZONES GREEN ZONE

  5. A B C D Recipient Offending Person Other Person Supervisor Roles Identified

  6. Direct Approach DIR Third Party TIR 3rd Training Information Resource Resolution Options

  7. IRS Process • What exactly happened? • What was the impact? • Apply the Reasonable Person Standard… • Behavior zone was red, yellow or green? • What are my responsibilities? • What are the options?

  8. RED ZONE Take Formal Or Official Action YELLOW ZONE Direct Approach Informal Third Party Training & Information GREEN ZONE No Action Required Recipient • Do not ignore conflict • Review options • Take action to reach a resolution

  9. RED ZONE Take Formal Or Official Action YELLOW ZONE Direct Approach Informal Third Party Training & Information GREEN ZONE No Action Required Offending Person • Do not ignore conflict • Listen to understand • Review options • Take action to reach a resolution

  10. RED ZONE Take Formal Or Official Action YELLOW ZONE Direct Approach Informal Third Party Training & Information GREEN ZONE No Action Required Other Person • Do not ignore conflict • Listen to understand • Intervene and support if appropriate • Maintain confidentiality

  11. RED ZONE Take Formal Or Official Action YELLOW ZONE Direct Approach Informal Third Party Training & Information GREEN ZONE No Action Required Supervisor • Listen and do not filter complaints • Request resource materials or training • Take appropriate action • Follow-up and provide feed back

  12. Communication Skills • Seeing the other person’s point of view • Approaching another person • Apologizing

  13. Training Information Resources • Films • Books • Posters • Lecture / Guided discussion

  14. Summary • Define IRS concept • Discuss IRS key elements • Demonstrate working knowledge of IRS

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