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Mediation and other
Conflict Management Services

Mediation Components

1. Mediation Operations

To ensure confidentiality and neutrality to those individuals engaging in mediation, the program is a separate entity from existing academic and administrative mechanisms. It is committed to a process that is fair, efficient and free of reprisal.

Arrangements for mediation are made through the Office of the Ombuds. While individuals may be referred to or seek out mediation services, all parties must be in agreement to participate. The mediation process is facilitated by a neutral, third-party mediator who assists the individuals in reaching a mutually acceptable agreement. The preferred outcome of mediation is a written agreement between the individuals in dispute. However, it is recognized that individuals may receive benefit from a partial resolution as well as one that is fully resolved.

No records of the mediation are maintained. Written agreements become the property of the indivduals. Recordkeeping by the office is primarily for evaluation of program effectiveness. Information to be maintained will identify UCSF status of individuals, a brief nature and stage of the dispute, the number of sessions and duration, results of the mediation (whether resolution is fully or partially achieved), and satisfaction indices.

2. Mediation Process

Mediation will occur only if the parties are willing to resolve the conflict. Issues that are already in a formal area, such as grievances or lawsuits, can be mediated only if:  a) those processes allow for mediation to occur; b) all the parties to the dispute agree to attempt resolution outside of those processes; and, c) the timeframes for those processes are tolled to permit time to attempt resolution.

How Mediation Works

Two or more individuals (any members of the UCSF community) voluntarily come together with third-party neutrals to resolve a conflict or dispute by reaching an understanding or agreement.

Mediation invites people to assess their opinions realistically, and also understand opposing perspectives. It provides an opportunity for productive communication and offers participants an excellent chance for reaching resolution on terms they can accept.

The involvement of third-party neutrals helps to relieve the stress and weight of the conflict. They are skilled in a structured process that helps people who listen, to hear, and become active participants in finding acceptable outcomes.

Mediation is not an adversarial process and does not focus on judgements of right and wrong. The process allays defensiveness and provides incentives for participants to find workable solutions.



Office of the Ombuds | 3333 California Street, Suite 309 | San Francisco, CA 94143-1264 | (415) 502-9600
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