IINFORMALNFORMALRRESOLUTIONESOLUTIONSSYSTEMYSTEM

EORC

EORC

OVERVIEWOVERVIEW

• Define IRS concept

• Discuss IRS key elements

• Demonstrate working knowledge of IRS

EORC

Definition of TermsDefinition of Terms

C DBA

DIR

3rd

TIRBE

HA

VIO

R Z

ON

ES

RE

SOL

UT

ION

OPT

ION

S

ROLES

EORC

Behavior ZonesBehavior Zones

BEH

AVIO

R

ZO

NES

GREEN ZONE

YELLOW ZONE

RED ZONE

EORC

A CB D

Other Person

Recipient SupervisorOffending Person

Roles IdentifiedRoles Identified

EORC

DIR

TIR 3rd

Direct Approach

Third Party

Training Information Resource

Resolution OptionsResolution Options

EORC

• What exactly happened?

• What was the impact?

• Apply the Reasonable Person Standard…

• Behavior zone was red, yellow or green?

• What are my responsibilities?

• What are the options?

IRS ProcessIRS Process

EORC

• Do not ignore conflict

• Review options

• Take action to reach a resolution

RecipientRecipient

RED ZONE

Take Formal Or Official Action

YELLOW ZONE

Direct Approach

Informal Third Party Training & Information

GREEN ZONE

No Action Required

EORC

• Do not ignore conflict

• Listen to understand

• Review options

• Take action to reach a resolution RED ZONE

Take Formal Or Official Action

YELLOW ZONE

Direct Approach

Informal Third Party

Training & Information

GREEN ZONE

No Action Required

Offending PersonOffending Person

EORC

• Do not ignore conflict

• Listen to understand

• Intervene and support if appropriate

• Maintain confidentiality

Other PersonOther Person

RED ZONE

Take Formal Or Official Action

YELLOW ZONE

Direct Approach

Informal Third Party

Training & Information

GREEN ZONE

No Action Required

EORC

• Listen and do not filter complaints• Request resource materials or training• Take appropriate action• Follow-up and provide feed back

RED ZONE

Take Formal Or Official Action

YELLOW ZONE

Direct Approach

Informal Third Party

Training & Information

GREEN ZONE

No Action Required

SupervisorSupervisor

EORC

• Seeing the other person’s point of view

• Approaching another person

• Apologizing

Communication SkillsCommunication Skills

EORC

• Films

• Books

• Posters

• Lecture / Guided discussion

Training Information ResourcesTraining Information Resources

EORC

SummarySummary

• Define IRS concept

• Discuss IRS key elements

• Demonstrate working knowledge of IRS