Listen to visitor’s concerns and help identify possible avenues for resolution and alternative resources and strategies, and weigh relative merits of options.
Provide visitor with alternative approaches and methods; role play and rehearse communications; help visitor plan next steps; advise on choice of language, tone, etc.
Reach out directly to Penn resource(s) to gather information pertinent to the resolution of the dispute.
Refer to Penn Policy
Direct visitor to formal University policies, procedures, and practices.
Refer to Internal Penn Resource
Provide visitor with description of and contact information for potentially useful resource(s) within the University
Refer to External Resource
Provide visitor with description of and contact information for potentially useful resource(s) outside the University.
Offer and Host Informal Mediation/Facilitated Conversation
Offer to serve as neutral intermediary between parties wishing to meet to discuss issues, concerns, conflicts, etc., and host meeting upon request and mutual agreement of parties.
Provide Shuttle Diplomacy
Serve as conduit between parties who cannot or are not willing to communicate directly with each other.