WPC# g,Fȗaj0Ho}x~yM .Y nec+۷Tը15'P :b&VīnPpqz_Ccqqǯќa.d|ZgKV$Lq%euqi?nT!F$~LI]@".Cu(0u2,i/f٢BE C]HӧR ·Lwv4fn'TE FԔI;ea8'ZرX #iFX+o;NJ 2j _˫f帊ng8lRM.(h1n6A|zI^y߈%a`U]ab׃K&rkh&0&C#UNk % 0:U@^ 9wE4I]l mn 1 72 1u> 72 0c 1H 72 1 72 b 1 72O 0;w  1o 1a 1 72i 0M 0O 0 0 0D 72$ 1V 72 72 1A 72 1 D- 72 1 72g 1 72  1R 72 0  0 15 72 1 72u 1 72. 1` 72 1 72 1 72Y$ 0N&HP LaserJet 5L,..,0(9 Z6Times New Roman RegularX($USUS.,+@1Z (Albertus Medium ct) p)H(rBackup3|xU(5hCEKQW]cioAutoList11.1.1.1.1.1.1.1. 1.3#37=CIQYag1.a.i.(1)(a)(i)1)a)i)(;3$2#  0  .3  0  (EhCEKQW]cioAutoList21.1.1.1.1.1.1.1.1.(UhCEKQW]cioAutoList31.1.1.1.1.1.1.1.1.Page 07QCEKQU[agmAutoList41.A."1.1.1.1.1.1.(O;$0  2#  a  .3  0` (#(# ombuds2ڵ37=CIOU[a1.1.1.1.1.1.1.1.2A"37;?CGMQU1.23 !hCEIMQUY]aAutoList5""""""""i)1)a)""($0  0` (#(#0 ` (#` (#0 (# (#2#(  a  )3  0h(#(#(F$0  0` (#(#0 ` (#` (#0 (# (#0h(#(#2#(   )3  0h(#h(#($0  0` (#(#0 ` (#` (#0 (# (#0h(#(#0h(#h(#2#  0  )3  0(#(#({$0  0` (#(#0 ` (#` (#0 (# (#0h(#(#0h(#h(#0(#(#2#  a  )3  0p(#(#(F$0  0` (#(#0 ` (#` (#0 (# (#0h(#(#0h(#h(#0(#(#0p(#(#2#     )3  0p(#p(# i)23 !h'CEIMQUY]aAutoList6""""""""i)1)a)$"" (hCEKQW]cioAutoList71.1.1.1.1.1.1.1.'1.23 !p~gCEIMQW[_cAutoList8"""1."""")1)a))!dxdx)""23 !pgCEIMQW[_cAutoList9"""1."""")1)a),""23 !pIEGKOSY_cgAutoList10"""1.1."""1)a).""23 !hEGKOSW[_cAutoList11"""""""")1)a)0""(b$0  0` (#(#2#   .3  0 ` (#` (#(xir$0  0` (#(#0 ` (#` (#2#(  0  )3  0 (# (#(EGMSY_ekqAutoList121.1.1.1.1.1.1.1.41.23 !pOEGKOSW]aeAutoList13""""1."""1)a)6""23 !p,PEGKOSW]aeAutoList14""""1."""1)a)8""23 !plPEGKOSW]aeAutoList15""""1."""1)a):""05EGMSY_ekqAutoList161.1.1.1.1.1.1.1.<1.(EEGMSY_ekqAutoList171.1.1.1.1.1.1.1.>1.http://adrr.com/.(O$http://zislaw.com/ !USUS.,  _  2XX280XXdd8GuestSpeakerPresentation   ADRintheHealthCareProfession  #2v##X0X2W#Ԁ    XX0 Whythismaterialisrelevant.  p    ADR!theabbreviationforAlternativeDisputeResolution!involvesarbitration, n  threetypesofmediation,framingnegotiation,ombudsmen,andfacilitation. n    Inyourlastjobyouprobablyhadanemployeemanualthatsignedawayyourrights n  togotocourtandcommittedyoutoarbitration.Whenyougetoutofschool,therewillbe n  anarbitrationclauseinyouremploymentcontract. n    WhenyousigneduptogotoTexasWesleyan,youagreedtomediationprocedures n (doacheckofthewebsiteandreadallaboutit).More,whenyougetsued(anditwill n happen,evenifyounevermakeamistake),theJudgewillprobablysendyoutomediation. n Ifyouvebeendivorcedrecentlyandfoughtoverit,thereisa50/50chanceyouvealready n experiencedsomekindofmediation. n   Whenthereareethicsquestionsinvolvingpatients,moreandmorehospitalsareusing n aspecialmediationprotocoltoresolvethem. n   Finally,ifthingsblowup,orevenifnormalpressuresandrealignmentsoccur,you n willprobablyneedorexperienceombudsmen,complexframingnegotiationsorafacilitation n initiative. n   Thatiswhythismaterialisrelevanttoyou. n!  Whatmaterialwillbecovered.  n$  (5h83"3"    325h  1  .3  0 `   Arbitration.3 ݌l&! ` (#` (# Ќ  "3"    3 25h  2  .3  0 `   Puremediation.3 ݌l'"!` (#` (# Ќ  "3"    3 25h  3  .3  0 `   Ethicsissuesmediation.3 ݌l(#"` (#` (# Ќ  "3"    3 25h  4  .3  0 `   Framingnegotiation.3 ݌l)$#` (#` (# Ќ  "3"    3 25h  5  .3  0 `   Ombudsmen(twotypes)3 ݌l*%$` (#` (# Ќ  "3"    3l 25h  6  .3  0 `   Twocasestudies.3l ݌l+&%` (#` (# Ќ   l,'& Ї Whatwillbetaughtbythematerial.   ! ! (Eh88 "3"    3J2Eh  1  .3  0 `   Thetypeofarbitrationthatexistsandisusedinemploymentsituationsfound  inhealthcare(vs.baseballplayerarbitrationsandothertypes).3J݌` (#` (# Ќ  "3"    32Eh  2  .3  0 `   Whatmediation( shuttlenegotiationorpuremediation)isandwhattoexpect  ifyouareinvolvedinamediation.3݌ ` (#` (# Ќ  "3"    3%2Eh  3  .3  0 `   Howanethicsissueismediated.3%^݌ ` (#` (# Ќ  "3"    32Eh  4  .3  0 `   Howanombudsmansofficeworks.3S݌ ` (#` (# Ќ  "3"    32Eh  5  .3  0 `   Simplevs.complexnegotiation,positionalvs.needsbasednegotiation.3K݌ ` (#` (# Ќ  Whatspecificquestionswillbeanswered.    ! ! (Uh88"3"    32Uh  1  .3  0 `   Wheretogoifyouneedhelpwitha onceeveryfiveyearssortofnegotiation   (RenegotiatingHealthCare,oneofthetwotextsinthefield,hasanicesetof   chaptersonframing.BTW,RenegotiatingistheAMAsADRbook).3P݌` (#` (# Ќ  "3"    3 2Uh  2  .3  0 `   Wheretogoifyouneedahandbookfordisputeresolution(ManagingConflict  inHealthCareOrganizations.ManagingistheAHAsADRbook).3 C݌` (#` (# Ќ  "3"    32Uh  3  .3  0 `   Howtoselectanombudsmanforstaff/institutionalproblems.3݌` (#` (# Ќ  "3"    32Uh  4  .3  0 `   Howanombudsmancanfunctiontoreducepatient/customerdissatisfaction.3݌` (#` (# Ќ  "3"    32Uh  5  .3  0 `   Whattoexpectifyougetsenttomediation.3݌` (#` (# Ќ  "3"    32Uh  6  .3  0 `   Whattoexpectifyougetsenttoarbitration.3݌` (#` (# Ќ  ThePresentation   Introduction.  ! ! (7Q08"3"    327Q  1  .3  0 `   Whythismaterialisrelevant.3݌ ` (#` (# Ќ  BodyofPresentation. " "3"    327Q  2  .3  0 `   Whatisarbitration,howandwhyarbitrationisused.3 ݌$ ` (#` (# Ќ  ";"    ; 0 ` 27Q  A  .3  0 ` (#` (#  Arbitrationiswhereinsteadofgoingtoacourt,thepartiesgotoa % ! privatejudge.; "!݌&!" (# (# Ќ  ";"    ;:"0 ` 27Q  B  .3  0 ` (#` (#  Arbitrationisusedbecauseoneofthepartieshasincludeditina '"# contract.;:"s"݌(#$ (# (# Ќ  ";"    ;#0 ` 27Q  C  .3  0 ` (#` (#  Itisusedtoobtainjudgeswhoarefamiliarwiththesubjectmatterand )$% whoarelesslikelytodosomethingirrational,toproceedusingsimpler *%& rulesthatthelawuses,tosavemoney,tokeepthingsconfidential,and +&' oftenbecauseofabeliefthatthearbitratorwillhaveabias.;##݌,'( (# (# Ќ  "3"    3%27Q  3  .3  0 `   Whatispuremediation,howandwhyitisused.3%%݌` (#` (# Ќ  ";"    ;&0 ` 27Q  A  .3  0 ` (#` (#  Puremediationiswhenthemediatorshuttlesbackandforth,  basicallymakingthenegotiationprocessmovefaster.;&'݌ (# (# Ќ  ";"    ;>(0 ` 27Q  B  .3  0 ` (#` (#  Itisusedbecauseitmakesthingsgomuchfasterandresolves85%of  thecasessenttomediation.;>(w(݌ (# (# Ќ  ";"    ;)0 ` 27Q  C  .3  0 ` (#` (#  Goingfastersavesmoney.St.PaulInsurancedidthefirststudyof   savingsinhealthcarelitigationandsavedsignificantamounts(see   abstractedarticle).;))݌  (# (# Ќ  "3"    3L+27Q  4  .3  0 `   Whatisethicsmediation.3L++݌ ` (#` (# Ќ  ";"    ;:,0 ` 27Q  A  .3  0 ` (#` (#  Howdoesitdifferfrom puremediation.;:,s,݌  (# (# Ќ  ";"    ;R-0 ` 27Q  B  .3  0 ` (#` (#  Howdoesanethicsmediationproceed.;R--݌  (# (# Ќ  ";"    ;`.0 ` 27Q  C  .3  0 ` (#` (#  Ethicsmediationoccurswhentherearebioethicaldisputesor,better,   bioethicaldilemmas.Theimagetokeepinmindforeverydilemmais   thatofthedialysiszombie,livingdead.Seriousissuesoftenarise   when:;`..݌ (# (# Ќ   23 !"(x0"3"     `  302"3  0    ݀Careisfutile,surrogaterefusestoaccept30.1݌(#(# Ќ  "3"     `  312"3  0    ݀Careisexpensive,capitationwantstocutlosses3162݌(#(# Ќ  "3"     `  322"3  0    ݀Resultsareuncertain(areyoudoingsomething"for"thepatient  or"to"thepatient)32D3݌(#(# Ќ  "3"     `  3:42"3  0    TypicalExamplesofbioethicaldilemmas3:44݌(#(# Ќ   (ڵ3x23 !"""  ݀0  50` (#(#0 ` (#` (#0 (# (#0h(#(#2ڵ  1  .3  0h(#h(#  Terminalcancerpatients55݌(#(# Ќ  ""  ݀0  70` (#(#0 ` (#` (#0 (# (#0h(#(#2ڵ  2  .3  0h(#h(#  Terminalprematureinfants7>7݌(#(# Ќ  ""  ݀0  N80` (#(#0 ` (#` (#0 (# (#0h(#(#2ڵ  3  .3  0h(#h(#  HearttransplantsN88݌(#(# Ќ  ""  ݀0  90` (#(#0 ` (#` (#0 (# (#0h(#(#2ڵ  4  .3  0h(#h(#  Patientrighttoknowquestions99݌(#(# Ќ  ""  ݀0  :0` (#(#0 ` (#` (#0 (# (#0h(#(#2ڵ  5  .3  0h(#h(#  Refusaltoacceptcarebyanadultorachild:;݌(#(# Ќ  ""  ݀0  ;<0` (#(#0 ` (#` (#0 (# (#0h(#(#2ڵ  6  .3  0h(#h(#  Frequentfliers.;<u<݌(#(# Ќ   $23 !"('x3"3"     `  3=2'"3  0    ThesolutionisMediation *but* >Ԁseekafairandjustresolution  vs.anintellectuallysatisfyingresolution3=K>݌(#(# Ќ  "3"     `  3?2'"3  0    Youmightwanttothinkoftheprocessasa Transformative   Consultation ratherthanamediation.3??݌!(#(# Ќ  "3"     `  3@2'"3  0    Itdiffersfrom puremediationinthatitbeginsinseparate "  caucuses.3@%A݌# (#(# Ќ  "3"     `  3B2'"3  0    Thisincreaseshonestyandaidsinpreparation,itallowsfor $  internaldifferenceswithineachgrouptoworkoutbeforejoint % !! sessions!coveringissuesratherthanlettingthemsurfacein & "" suchawayastocauseincreasedconflict(i.e.infrontofthe ' ## patient)Itclarifiespositionsforpresentationpurposes.3BaB݌( $$(#(# Ќ  "3"     `  3tD2'"3  0    Allethicsmediationhastheissueofprofessionaldistancing ) %% thatoccursbetweenhealthcareprovidersandtheterminallyill. * && NOTE:thereisasuccessfulprogramthatisbeingcopiedand + '' thatexistsformodeling.3tDD݌, (((#(# Ќ  "3"     `  3hF2'"3  0    Ithasthefollowingimportantelements.3hFF݌(#(# Ќ  ! ! '(h8x$23 !""3"     `     h 3 H2h  1  .3  0    Itavoidstrue(outside)neutrals:thisfitsthedrive  forriskaversionandthedisbeliefintrue  confidentialitythatoftenapplies.3 HuH݌(#(# Ќ  "3"     `     h 3I2h  2  .3  0    Itisfutureoriented(thepatientwilllive,dieor  havequalityoflifeissuesinthefuture).3I+J݌ (#(# Ќ  "3"     `     h 3;K2h  3  .3  0    Byusingsomeonewhoisnotanoutsideneutralit   Providesafacilitator/consultantwhoisawareof   alltheghostsatthetableandcreatesinstitutional   trustinthemediator.3;KK݌ (#(# Ќ  "3"     `     h 3.M2h  4  .3  0    Foritschoiceofmediatorsituses(a)trained   seniornursesorpatientrepresentatives/social   servicesworkers,(b)consultantsorstaffmembers   alsoworkwell(iftheconsultantisclosely   aligned,hashistoricaltieswith,theinstitution).3.MM݌(#(# Ќ  "3"     `     h 3xO2h  5  .3  0    Whoeverituseswillneedtobeknowledgeable  aboutthelegalandethicalissuesinbioethical  dilemmas(mayneedspecifictraining),have  accesstooutsidefactfinderswhenappropriate,  trainedandskilledinmediationprinciplesand  knowsenoughmedicinetosharpenissues,  provideaplatformforagreement.3xOO݌(#(# Ќ  "3"     `     h 3-R2h  6  .3  0    Youcantusesenioradministrators(theywill  dominatedecisionsmorethanyoumightexpect),  riskmanagementstaff,hospitalattorneysand  litigators3-RR݌(#(# Ќ   .23 !"(Ip8'"3"     `  3T2I"3  0    ݀Stagesoftheprocess3TT݌(#(# Ќ  "3"     `  3}U2I"3  0    ݀Assessment3}UU݌(#(# Ќ  ""    nV0 ` 0 ` (#` (#0 (# (#0h(#(#2I  1  .3  0h(#h(#  ݀IntroductionnVV݌ (#(# Ќ  ""    W0 ` 0 ` (#` (#0 (# (#0h(#(#2I  2  .3  0h(#h(#  ConveneseparatemeetingsWW݌!(#(# Ќ  ""    X0 ` 0 ` (#` (#0 (# (#0h(#(#2I  3  .3  0h(#h(#  Obtainmedicalfactconsensus(mayneedtostart " withverybasicfacts)X*Y݌#(#(# Ќ  ""    rZ0 ` 0 ` (#` (#0 (# (#0h(#(#2I  4  .3  0h(#h(#  After consensus,discusscareoptions(toavoid $  "lockin")rZZ݌%!!(#(# Ќ  ""    [0 ` 0 ` (#` (#0 (# (#0h(#(#2I  5  .3  0h(#h(#  Convenemediationsessionforparties.['\݌&""(#(# Ќ   023 !"(xp.23 !""3"  ݀0  0` (#(#0 ` (#` (#3]2"3  0 (# (#  Development3]%^݌'##(#(# Ќ  ! ! 4(8x023 !""3"  ݀0  0` (#(#0 ` (#` (#0 (# (#0h(#(#3e_2  1  .3  0h(#h(#  Determineifthepartiesareallproperlyeducated.3e__݌($$(#(# Ќ  "3"  ݀0  0` (#(#0 ` (#` (#0 (# (#0h(#(#3`2  2  .3  0h(#h(#  Educatethepartieswhoneedtoknowmore.3`Xa݌)%%(#(# Ќ  "3"  ݀0  0` (#(#0 ` (#` (#3'b2  3  .3  0 (# (#  0h(#(#Determineifthepatientiscompetent("_decisionally_ *&& capable"--apatientmaybecapableofchoosinga +'' surrogate,butnotcapableofunderstandingtreatment ,(( options)fordecisionneededandifsurrogateis  competent.3'bb݌h(#h(# Ќ  "3"  ݀0  0` (#(#0 ` (#` (#0 (# (#0h(#(#3d2  4  .3  0h(#h(#  Educateabouttheuncertaintythatispartofhealth  care:nomatterhowmuchwewantittobe,  medicineisnotmagic.3de݌(#(# Ќ  "3"  ݀0  0` (#(#0 ` (#` (#0 (# (#0h(#(#3af2  5  .3  0h(#h(#  Framethecase,especiallythehistoryoffamily   conflicts(asappropriate).3aff݌ (#(# Ќ  "3"     ` 0 0 (# (#0h(#(#3g2  6  .3  0h(#h(#  IdentifyLegalandEthicalPrinciples.3gqh݌ (#(# Ќ   623 !"(Op84"3"     `  3i2O"3  0    Resolution3ij݌ (#(# Ќ  ""    j0 ` 0 ` (#` (#0 (# (#0h(#(#2O  1  .3  0h(#h(#  Decide/determinewhohasauthoritytomake   decisionsjj݌ (#(# Ќ  ""    l0 ` 0 ` (#` (#0 (# (#0h(#(#2O  2  .3  0h(#h(#  Determinewhatsupportisnecessaryforthe   decisionmaker(education/emotional/social)lXl݌ (#(# Ќ  ""    m0 ` 0 ` (#` (#0 (# (#0h(#(#2O  3  .3  0h(#h(#  Identifytheprincipledsolutionmm݌ (#(# Ќ  ""    n0 ` 0 ` (#` (#0 (# (#0h(#(#2O  4  .3  0h(#h(#  Followthroughtoseethatthesolutionis  implemented.n5o݌(#(# Ќ   823 !"(,Ppp623 !""3"     `  3p2,P"3  0    ݀OtherObligations:3pCq݌(#(# Ќ  ""    q0 ` 0 ` (#` (#0 (# (#0h(#(#2,P  1  .3  0h(#h(#  Providethenon-healthcareproviderswithneutral  spacewheretheydonotfeelpressuredor  threatened.q"r݌(#(# Ќ  ""    s0 ` 0 ` (#` (#0 (# (#0h(#(#2,P  2  .3  0h(#h(#  Keepthenecessaryguidelinesinmind(see  below)ss݌(#(# Ќ   :23 !"(lPpp823 !""3"     `  3u2lP"3  0    NecessaryGuidelines3uu݌(#(# Ќ  ""    v0 ` 0 ` (#` (#0 (# (#0h(#(#2lP  1  .3  0h(#h(#  Apatientwhoiscapablemustbeallowedto  maketheirowndecisions. vv݌(#(# Ќ  ""     x0 ` 0 ` (#` (#0 (# (#0h(#(#2lP  2  .3  0h(#h(#  Choiceofsurrogates must complywith  applicablelaw. xFx݌(#(# Ќ  ""    y0 ` 0 ` (#` (#0 (# (#0h(#(#2lP  3  .3  0h(#h(#  Parentscanconsentforchildrentoreceivecare,  buttheyarenotequallyfreetodenycareand   theremaybemandataryreportingifadenialof ! careoccurs.yy݌"(#(# Ќ  ! ! <(58p:23 !"  5.0 ` Whatisanombudsman(theoriginofombudsmen).#` (#` (# ";"    ;|0 ` 25  1  .3  0 ` (#` (#  AmajorpartofNorthernEuropeancultures,themovementhasnot $  enduredwellintheUnitedStates.Anombuds(ombudsmaninolder %!! texts)purposeistopreventandresolveconflicts,includingcompetency &"" baseddisaffiliation,byfillinggapsincommunication, x educating '## partiesandgenerallytroubleshootingconflictsbeforetheydevelop. @" It ($$ isaninstitutionallyneutralpositionthatworksbestincultures @ that )%% accepttheconceptofneutralswithinabureaucracy.Inhealthcare,the *&& ombudsisusuallyretired--aphysicianorseniormanagement @ or +'' nursingprofessional.Theymustbetrained,understandthattheirduty ,(( includesinvestigation,counseling,fact-finding,andactingasan  intermediaryinnegotiationsandformalmediation.;||݌ (# (# Ќ  ";"    ;V0 ` 25  2  .3  0 ` (#` (#  Howthatgetsappliedtopatients.OmbudsasPR.;V݌ (# (# Ќ  ";"    ;p0 ` 25  3  .3  0 ` (#` (#  Howthatgetsappliedtoconflictwithinanorganization.Ombudsas  problemsolvers.;p݌ (# (# Ќ    6.0 ` Howdopeoplenegotiateandwheniseachmethodappropriate. ` (#` (# ! !";"    ;Y0 ` 25  1  .3  0 ` (#` (#  Positional.Simpleandwin/losesituations.;Y݌  (# (# Ќ  ";"    ;n0 ` 25  2  .3  0 ` (#` (#  Needsbased.Complexandemotionalsituations.;n݌  (# (# Ќ  Conclusion.     7.0 ` CaseStudies ` (#` (# ! ! >(E88<"3"     ` 32E  1  .3  0   Ethicsmediation:unnecessarysurgeryinordertodischargeadying   patient.3ۇ݌  (# (# Ќ  "3"     ` 3׈2E  2  .3  0   Ethicsmediation:disagreementsastowhetherfurthercareisbeing   donetoor doneforthepatient.3׈݌ (# (# Ќ  "3"     ` 3@2E  3  .3  0   Normalmediation:theburnedpatient.3@݌ (# (# Ќ  Wrapup.    8.0 ` AnswerQuestions.` (#` (#  AbouttheSpeaker     StephenR.MarshisadjunctfacultyinSouthernMethodistUniversitysGraduate  DisputeResolutionprogram.HehastaughtArbitrationandHealthCareDisputeResolution  classesthere.Youmayfindhimonthewebat4@ݏAO  5  http://adrr.com/6AO   708.Heisseniorlitigation   counselattheZismanLawFirm.Youmayfindhislawfirmat4B0AO  5  http://_zislaw.com_/6AO+  70 Y. !  ,'(  Definitions (astheyapplytohealthcaresetting)  Arbitration:Theuseofaprivatejudgeorotherneutraltomakeafinal,privateandbinding  resolutionordecision.  Arbitrationisoftenappliedtoemploymentdisputesandtomalpracticeclaims.   OmbudsmanorOmbuds:Aneutralpersonwhoisdesignatedtoinvestigateandpropose   settlementsofcomplaintsandissues.InternalOmbudsdealwithconflictswithinahospital,   PatientOmbudsdealwithpatientcomplaints.    AnOmbudsisoftenestablishedwhenaninstitutionhasacontinuingstreamofproblemsas   aprophylacticmeasure.   Factfinding:Theinvestigationofanissuebyanneutralthirdparty(oftenateam)who  investigatestheissue,determinesthefacts,andissuesanadvisoryreport.  Factfindingcanoftenbeusedintheplaceofarbitrationtoeducatefactionsinconflictin  ordertodeescalatetheproblems.  Mediation:Generallymediationisaprocesswherepartiesexaminetheirdisputewiththe  helpofathirdpartywhoassiststheminresolvingtheirconflict.Themediatormaymake  suggestions,playthedevilsadvocateandmay(insometypesofmediation)provide  evaluations,butdoesnotimposearesolution.  TransformativeMediationistheprocessbywhichpartieslearntolistentoeachotherandis  oftenusedinHRDepartments.PureMediationistheprocessbywhichnegotiationis  acceleratedbyahumanshuttleandisoftenusedinlawsuits.EthicsMediationisavariation  thatcombinesfactfindingwithmediationandisusedtoresolveethicaldilemmas.   FacilitativeMediationoccurswhenanoutsider(oftenaconsultant)helpsgroupswork ! towardresolutionoftheirconflicts,oftenbyeducatingthemabouthowtoframeand " negotiatetheissuesandisoftenusedinconflictsbetweenfactions(seethecasestudy).