Conflict Resolution

Stewards often serve as mediators between members, and between members and management.

De-escalation Techniques:

• Stay calm — your energy sets the tone

• Listen actively without interrupting

• Acknowledge the person's feelings without agreeing or disagreeing

• Use 'I' statements instead of 'you' accusations

• Find common ground

Active Listening:

• Make eye contact

• Paraphrase what you heard: 'So what you're saying is...'

• Ask clarifying questions

• Don't rush to solutions — let people feel heard

Problem-Solving Framework:

1. Identify the problem clearly

2. Gather all perspectives

3. Identify shared interests

4. Generate options together

5. Agree on a solution

6. Follow up

When Conflict is Between Members:

• Don't take sides

• Focus on the issue, not personalities

• Refer to the contract when applicable

• If the conflict involves harassment or safety, escalate appropriately