Entrenched Conflict to Calm Collaboration – Using “De-escalation Listening”
As part of the CSU Systemwide Cross-Collaboration Professional Development Program, many classes that were formerly in-person are now offered virtually. This gives us a unique opportunity to extend campus classes beyond campus borders and offer a new way to share professional development across the CSU!
Description:
“Active listening” is often described as an essential communication skill. But active listening done well is more than just a way to improve communications – it’s a vital conflict de-escalation tool. “Active listening” also means a lot of different things to different people.
This workshop focuses on how to employ “de-escalation listening,” a type of active listening that creates space for collaboration and problem-solving. The workshop begins with a practical discussion about what de-escalation listening looks like and when to employ it. Then, participants will consider a workplace scenario in which people have begun to fall into polarized positions. The scenario will be based upon anonymous input from participants in advance of the workshop. Participants will break into groups of 3-4 people to explore one perspective in the conflict and how a de-escalation listening strategy might be employed. Please click here to help the presenters develop a scenario based on factors’s relevant to you: De-Escalation Listening Scenario Input. When the breakout groups reconvene, participants will be given an opportunity to role-play with the assistance of the facilitators. The workshop will conclude with a debriefing about how de-escalation listening worked during the role-play exercise. Participants will also be able to ask questions of the facilitators (two university ombuds)."
Mark Patterson, University Ombuds, California State University Channel Islands, Camarillo, CA.
Mark Patterson is the founding University Ombuds for California State University Channel Islands in Camarillo, California, serving staff, faculty and student employees navigating workplace concerns, conflict and policy. Mark previously served as University Ombuds for the College of William & Mary, in Williamsburg, Virginia. Before becoming an Ombuds, Mark served as a judge advocate (military lawyer) in the U.S. Air Force for 24 years, with assignments in Asia, Europe and the United States, and retired at the rank of colonel. He received a B.A. in journalism from Marietta College, Ohio; a J.D. from Duke University; and an LL.M. in International Dispute Resolution from Fordham University.
Patricia Ponce, Student Ombuds, California Polytechnic State University, (Cal Poly) San Luis Obispo, CA.
Patricia Ponce has spent over 30 years working in higher education. She has worked in many different types of institutions including the University of Rhode Island, Boston University, Alan Hancock Community College, and UCLA. She has worked as an Academic Advisor, Counselor, Research Assistant, Assessment Specialist, and Administrator. Her work has always aligned with her commitment to Access, Equity, Social Justice and Collaboration. For the last 11 years, Patricia has served as the Student Ombuds at Cal Poly in San Luis Obispo, CA.
Please complete this survey to help the presenters develop a scenario.