Conflict Resolution in Schools

n any school community there is the

potential for conflict.

Students may misunderstand each other. Teachers may disagree on resource

allocation. Parents may diverge on how the school should be. Emotions can run
high on a variety of issues. The potential for conflict exists because people have
different needs, views and values. The challenge for schools, as for the wider
community, is to find ways of managing conflict constructively so that those
involved can learn and grow from the experience.

The purpose of this guide

is to encourage and help schools to achieve co-operative and supportive working
relationships between staff, students and parents. It describes a positive
problem-solving process, mediation, which, when utilised by schools, leads to
less conflict and better outcomes for all involved. The guide should be a useful
resource for staff, students and parents.

Each school may develop a range of strategies

for the effective prevention and management of conflict. These strategies could
include training in conflict resolution skills and co-operative classroom processes
and procedures for resolving grievances. Mediation is one effective and empowering
strategy for successful resolution of conflict.

Mediation is a positive problem-solving process

that can prevent conflicts and misunderstandings from becoming protracted and
destructive disputes. It aims to help people resolve their differences. It helps
disputing parties to assess their options realistically and reach mutually acceptable
solutions. The mediation process encourages future co-operation.

It is a structured, goal-directed process that follows clear steps, and resolves

disputes confidentially. An independent third party, the mediator, helps the parties
to talk with one another, and to listen to one another’s grievances. Through this
exchange of information parties gain insight into how the other is feeling about the
situation, and they achieve understanding and respect. The mediator focuses
discussion between the parties on problem-solving rather than blame and
punishment.

While other methods of conflict resolution in schools may involve a solution or

decision being imposed upon the parties by someone in authority, mediation invites
parties to formulate their own solutions, and to take responsibility for their actions.

Mediation is a conflict resolution process that can be applied across the school
community. As such, it is an ideal process to integrate into whole school
community policies and procedures.

© VADR
 Why does mediation work?
For people to be satisfied with the way a dispute or problem has been resolved, they
need to feel that:
• The process was fair, ie their issues were heard and understood
• The agreement or decision reached was reasonable and fair
• The relationship between parties has been helped by the process
• They can manage their relationship in the future
Mediation can achieve these results.

What can be mediated?

Many common conflicts in schools can be mediated. Some examples of
student/student, parent/parent, teacher/teacher, parent/school, teacher/student and
teacher/administration disputes are listed below.

Student/Student Parent/School
• Name calling • Student management
• Teasing • Class or form group
• Exclusion allocation
• Friendship problems • Catering for individual
• Rumours learning needs
• Property issues • Personality clashes
• Fighting • Uniform
• Co-curricular demands
• Homework demands
Parent/Parent
• Supervision
Teacher/Student
• Discipline • Work loads
• Bullying • Homework
• Punctuality
• School responsibilities
Teacher/Teacher • Behaviour
• Curriculum
• Resources
Teacher/Administration
• Teaching strategies • Working conditions
• Personal style • Duties allocation

Peer Mediation
As part of a whole school approach to student welfare, schools may consider introducing
peer mediation. Often student/student disputes can be resolved best by student
mediators. Students can be trained in the skills of mediation so that they can act as
mediators for their peers. Not all conflicts may be suitable for peer mediation. Other
processes may be more appropriate in situations involving assault, theft, alcohol or drug
use.
Peer mediation programs must be co-ordinated by staff trained in mediation who
provide ongoing support to student mediators.
“Well developed whole school conflict management and curriculum plans will often include peer mediation as one program
valuable for the school to implement as part of the big picture of school based dispute resolution.’
McMahon, C. (1998). The national and international perspective on peer mediation: A need for a whole school
approach for meaningful change. Paper presented at the 4th National Mediation Conference.

‘Teaching every student how to negotiate and mediate will ensure that future generations are prepared to mange conflicts
constructively in career, family, community, national and international settings.’
Johnson, D.W. & Johnson, R.T. (1995). Teaching students to be peacemakers: The results of five years of research.
2
Peace and Conflict: Journal of Peace Psychology, 1, 417-438.
 Basic Steps in Mediation
1. Creating the context – a comfortable and private space and sufficient uninterrupted time
are provided
2. Explaining the process – the purpose and ground rules of mediation are discussed
3. Listening to what happened – both sides are enabled to tell their story in turn and without
interruption
4. Defining problems and concerns – concerns are clarified and an agenda is set by the
mediator with participants
5. Focusing on the future and finding solutions – solutions that suit both parties are sought
from the parties themselves
6. Concluding – a shared agreement is confirmed and sometimes written down.

A mediator uses the following skills:

• A non-judgemental tone of voice and impartial body language
• Questions that will lead the discussion forward
• Active listening
• Acknowledgement of feelings
• Positive reframing of information

Training The Ideal System of Conflict

People interested in becoming mediators will Resolution
need training to develop and refine their skills
of mediation. Training provides the
opportunity to learn the steps of mediation,
practice the skills required in the process and
discuss potential difficulties or ethical issues
that might arise during the mediation
session. Mediation training also has the
added benefit of allowing people to develop Arbitrated
or enhance life and communication skills that Conflicts
are relevant to all relationships.

Undergoing a training course in mediation is Conflicts that

essential for key personnel in a school whose are mediated
roles involve management of students and
staff and who liaise with parents when Conflicts that people will
problems arise. Having a group of trained resolve by negotiating with
mediators from the staff, parent and student each other
bodies would be valuable for cross-group
conflicts where mediators would work
together modelling co-operation. At times it Conflicts that never occur because
may be more appropriate to call in an of a supportive school environment
independent mediator from outside the
school. Schools implementing peer mediation
should develop links with professional Adapted from Cohen, R. (1995) .
mediators who can provide ongoing Students resolving conflict: Peer mediation in
consultation and support. schools. Glenview, Illinois: Goodyear Books
Whole school approach*

Mediation should be part of a whole school approach to the management of conflict.

When energies are not wasted in unproductive conflict, better teaching and learning can
take place. The aim would be to create a whole school community that manages the
conflicts with skill and insight, constructively rather than destructively. In such a school
conflict would be approached as an opportunity for learning and growth.

What would a whole school approach to conflict look like?

1. The whole school approach would have clear conflict management polices and
procedures. These would be integrated with school policy areas such as equal
opportunity, anti-harassment/bullying, and welfare and discipline and
occupational health and safety policies.
2. The school administration would model effective management of conflict
3. Staff would model positive, co-operative and collaborative relationships
4. Staff would use co-operative processes in the classroom
5. Training in conflict management skills would be included in the curriculum
6. All staff would receive professional development in conflict management
7. The school would engage in partnership with local community organizations and
groups to develop approaches to the prevention of conflict.#

NB. The whole school model links to the Department of Education, Employment and Training
(DEET) (1999), Framework for student support services in Victorian government schools.
http://www.sofweb.vic.edu.au/wellbeing/publication/policy.htm

* Adapted from the work of David and Roger Johnson, University of Minnetsota

#Coleman, P. & Deutsch, M. (2001). Introducing co-operation and conflict resolution in schools:
A systems approach. In D.J. Christie, R.V. Wagner4& D.D.N. Winter (Eds.).
Peace, conflict and violence: Peace psychology for the 21st century. N.J.: Prentice-Hall.
 Case Studies
These case studies are based on real situations. Mediations such as these take place
alongside other pro-active measures within a school community’s code of conduct and
code of practice.

Dispute between two Year 2 girls Dispute between two Year 9 boys
over playing in the sandpit over name-calling
The Dispute The Dispute
Two Year 2 students are in dispute over sharing the At lunchtime David is calling William and his family
playing space in the sandpit area. One of the girls has names. Feeling offended, William starts to challenge
been told by another girl that there is not enough room David verbally, then pushes him. David reacts by
for her. She is therefore unable to play, and feels sad at punching William. William holds David in a headlock and
being left out. As a result she becomes nasty. She punches him. Both boys end up fighting on the ground.
starts calling the other girl names, then throws sand at At this point the teacher on duty intervenes and breaks
her. up the fight.
The Process The Process
Students in the area at the time notify the peer The Deputy Principal suspends both boys for a day, and
mediators who make their way to the sandpit area. The recommends the boys attend peer mediation. The boys
girls agree to peer mediation. The class teacher decides agree to peer mediation.
to incorporate the theme of ‘playing together’ into The Mediated Resolution
future lessons. • To respect one another and their families
The Mediated Resolution • To accept the school’s code of conduct
• The girls agree to be nicer to each other, and • To keep away from each other at
to share the playing area lunchtime

Dispute between staff members Dispute between families over

The Dispute
bullying
John and Clare, two highly valued staff members, The Dispute
cannot seem to co-operate. They work in the same Sarah complains to her parents that she is being bullied
subject area, with John in the senior school, and Clare by another Year 7 girl, Jane. Sarah claims that Jane has
in the junior school. Their positions require that they spread negative rumours about her and makes fun of
work together and share information in curriculum Sarah at every opportunity.
development, but the friction between them is causing Mr & Mrs T. complain to the school. The school
problems between the two groups of staff for whom interviews both girls, their friends, and possible
they are responsible. witnesses. The claim is found to be inconclusive. Both
John feels that Clare isn’t a team player. In meetings he girls receive detentions, Jane for swearing at Sarah,
feels that she ignores agreed agenda items, and that and Sarah for punching Jane. Both girls report being
she dominates the conversation. He would rather not provoked by the other.
have to work with her at all. Sarah’s mother takes it upon herself to reprimand Jane.
Clare feels that John doesn’t communicate essential Jane is scared by this, and reports it to her parents,
information to her, and is particularly concerned who contact the school
because she feels she has heard of some parent The Principal speaks to Mrs T. who claims she felt
complaints regarding their joint subject area. She is forced into such action and that, as the school isn’t
uncomfortable in meetings as he often addresses her in doing anything to resolve the issue, she has instructed
a sarcastic manner in front of others. her daughter to fight back.
The Process The Process
Being committed to continuity of programming in The Principal recommends mediation to the families.
curriculum areas, the Principal intervenes. He decides to Although there is extreme reluctance to participate,
bring in an independent mediator to assist in resolving both sets of parents, and their daughters, meet with a
the dispute. Clare and John both agree to this. mediator form a local mediation service.
The Mediated Resolution The Mediated Resolution
• Agree to respect one another’s individual skills • When she feels ready, and in order to ‘break
and strengths the ice’, Sarah will say ‘Hello’ to Jane when
• Agree to conduct themselves professionally in they pass each other at school
meetings, to refrain from personal attacks, and • The girls agree that if other students start to
to ensure that staff see them as working co- talk about either girl, they will not participate
operatively in the conversation, and will tell others that ‘its
• Agree to give one another equal speaking time over, and its not an issue anymore’
in meetings • If incidents occur in the future, the girls will go
• A formal agenda is to be circulated prior to straight to the Student Welfare Co-ordinator
meetings, the agenda is to be adhered to; who will attend to their concerns.
minutes are to be taken, and meetings are to
start and finish promptly
• Prompt communication of all relevant
information is to have a high priority.
 Victorian Association for
Dispute Resolution Inc.
Promoting Professional Conflict Resolution
GPO Box 127, Melbourne, Victoria Australia 3001 Telephone: 1300 305 806 Reg. No. A0011781L
www.vadr.asn.au

This guide was prepared as a community service by: Sandy Cahir, Liz Freeman, Fran Gass, Monica Hill & Fred
Stern who comprised the VADR Inc. Mediation in Education Sub-Committee 2001

© VADR Inc. Mediation in Education Sub-Committee 2001