What is conflict resolution through storyboards? Conflict Resolution Through Storyboards (CRTS) is a process developed by RHScott Associates, LLC to help groups work through conflict. It is based on a merging of two-party dispute resolution/mediation techniques and organizational conflict resolution. Why do groups need a process for resolving issues? "The damage done to people and teams because of unresolved conflict is incalculable, and often avoidable. We want to help groups function in a healthy fashion!" - Rich Heiland, RHScott Associates, LLC. Today in business the focus is on teams. We are constantly moving people in and out of group settings, often under high pressure, either from the critical nature of their work or deadlines. Or, in most cases, both. Unfortunately, we rarely equip those teams or work groups to deal with what is inevitable - disagreement and conflict. Disagreement and conflict are a part of a culture of change; they are a part of moving ahead; they are a part of work. They become negative only when team members as individuals, and collectively, do not understand them and have a process in place to deal with them by de-personalizing them.

Where are its roots? Our group process traces its roots directly to mediation techniques developed by the Philadelphia Yearly Meeting, Society of Friends (Quaker). The Quakers, as pacifists, developed mediation techniques during the 1800s that have been built on and are in use today. Some of the most effective mediation training in the world is offered by Quakers. Other organizations have adopted many of the Quaker principles, including Woodbury College in Montpelier, Vermont, which offers a one-year accredited program in mediation in addition to 3- and 4-day workshops in mediation and conflict resolution. Rich Heiland, a principal in RHScott Associates, is a Quaker and was raised in the Quaker environment of consensus and mediation. He is a trained storyboard designer, facilitator and trainer and has undergone mediation/conflict resolution training at Woodbury College. How does CRTS work? Storyboards are a visual tool, 4X4 boards on which information is collected. Ideas, positions, solutions are captured on cardstock and pinned to the boards. Participants in storyboard sessions can generate ideas quickly and always have them in view, unlike flipcharting or table-topping. And, unlike other processes, the cards can be moved and merged, or taken down. While many times it is wise to have an outside, neutral facilitator, a group member can guide this process if he/she has strong talents around neutral behavior and has the respect of all group members.

Note: Training in CRTS does not make one a fully trained mediator or conflict resolution specialist. It does allow you to process conflict that comes up normally in the course of work where intense, personal disputes are not at issue. For those areas we suggest further training or hiring a trained specialist.