#conflict-resolution

Use restorative circles to address classroom conflicts instead of punitive measures. Scenario: Two students had a verbal argument. Process: 1. Preparation: Meet with each student individually to hear their perspective. 2. The Circle: Bring both students, a facilitator (teacher/counselor), and possibly a trusted peer for each. 3. Opening: Use a talking piece to ensure one person speaks at a time. 4. Questions: 'What happened?' 'What were you thinking at the time?' 'Who has been affected?' 'What do you need to make things right?' 5. Agreement: Students collaboratively decide on a plan to repair the harm (e.g., apology, replacing a damaged item, working together on a task). 6. Follow-up: Check in with students the next day. Goal: focus on repairing relationships and learning from mistakes.

Create an escalation handling process. Protocol: 1. Recognize when escalation is needed. 2. Acknowledge customer's request calmly. 3. Summarize the issue for supervisor. 4. Set expectations for callback/transfer time. 5. Ensure smooth handoff with context. 6. Brief supervisor on customer emotion and history. 7. Follow up after supervisor interaction. 8. Document escalation reason for training. Handle with professionalism and urgency.