Dispute Resolution

Do you experience anger, anxiety or stress

because of a difficult person in your Region?

Have you met this person?

4/10/09 Dealing with Difficult People 3

What are the factors that make people difficult?

Difficult People Usually:• Know it all• Want it done their way or else• Are irrational • Think they are special or want special treatment• Only work alone and are controlling• Are disrespectful to AYSO and its philosophies• Want to be in charge• Always find something to complain about • Are verbally abusive, intimidating ,or bullying• Deal with gossip or politics rather than facts

Activity

•Give examples of how these different groups can be difficult.

Parents on the sideline of games

Referees/Coaches

Regional Board Members

My Area Directorand

Section Director

What can you do?

These tips will help……• Keep it in perspective• Don’t be defensive• Look for the lesson you can learn• Make sure the right person is

handling the problem• Use the tools that AYSO provides in

these difficult situations

More Tips• Be positive and patient• Focus on the problem, NOT the person • Keep an open mind • Try to understand the other person’s

point of view • Seek the other person’s ideas • End on a positive note

Don’t …..

• React immediately; on emotional high

• Take it personally• Cut the other person off• Disrespect the other person • Raise your voice• Pre-judge people

Regions should seek to resolve all disputes

involving people in an amicable fashion.

Compromise is preferable to more severe forms of

resolution.

Remember that volunteers need to be approved each year. Your

Region can choose not to appoint a Coach or a Referee without having to go through

due process.

Almost all problems in the Region

can be addressed without the need for a formal process.

However, for severe problems that cannot be resolved without

implementation of formal discipline,

a formalized due process procedure

should be followed.

Lower level remedies may bring many day-to-day problems to a happier end if they are identified early and handled fairly. These remedies include:

EvaluationAdditional education/trainingAdditional supervisionMentoringCounselingBehavioral and performance contractsRestitution (financial and in-kind service)Warnings

When it is determined that a non-executive member involved in the Region needs to be disciplined or that his or her participation in the Region should be limited, suspended or terminated, the Regional Commissioner should ensure that the procedures used provide for appropriate fairness and due process.

Due process requires that the person who is the subject of the potential discipline be provided with:

(1) notice and (2) an opportunity to be heard.

 

AYSO provides all sorts of support to help you with

Due Process.

Study the Flow Chart

Go to ayso.org and read through the Due Process

procedures

Contact your Area Director and get advice about the

process.

Don’t give specifics.

(The AD might have to be involved in the appeal

process)

Run a quality AYSO program and your problems will be

few.