(Optional) Troubleshoot workplace problems, issues, or conflicts to find a solution.

Troubleshooting should include

• determining the errors or conflicts
• attempting to correct or resolve the issues or conflicts (may require more than one attempt or method)
• finding a solution that works and is agreed upon
• creating an action plan.

Process/Skill Questions:

• Why is active listening, formulating and expressing desired outcomes, identifying underlying interests, and developing and analyzing options critical to collaborative problem-solving?
• What are the differences between compromise and cooperation? Collaboration and consensus-building?
• What specific attitudes should the individual/mediator practice using when conducting a conflict-resolution session between two parties?
• How do work ethic and personal values affect decisions made when solving problems?