INFORMAL RESOLUTION SYSTEM EORC. OVERVIEW Define IRS concept Discuss IRS key elements Demonstrate...
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IINFORMALNFORMALRRESOLUTIONESOLUTIONSSYSTEMYSTEM
EORC
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EORC
OVERVIEWOVERVIEW
• Define IRS concept
• Discuss IRS key elements
• Demonstrate working knowledge of IRS
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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
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EORC
Behavior ZonesBehavior Zones
BEH
AVIO
R
ZO
NES
GREEN ZONE
YELLOW ZONE
RED ZONE
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EORC
A CB D
Other Person
Recipient SupervisorOffending Person
Roles IdentifiedRoles Identified
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EORC
DIR
TIR 3rd
Direct Approach
Third Party
Training Information Resource
Resolution OptionsResolution Options
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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
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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
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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
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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
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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
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EORC
• Seeing the other person’s point of view
• Approaching another person
• Apologizing
Communication SkillsCommunication Skills
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EORC
• Films
• Books
• Posters
• Lecture / Guided discussion
Training Information ResourcesTraining Information Resources
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EORC
SummarySummary
• Define IRS concept
• Discuss IRS key elements
• Demonstrate working knowledge of IRS