Do you tend to avoid conflicts? Most people do, according to Heidi Ricci. She’s a professional mediator at the University of New Mexico and is a professor of practice, passing conflict management skills along to UNM students.

“It’s my passion class,” she said of UNM’s Conflict Management and Mediation course.

In addition to teaching, Ricci is an Associate Ombuds at the university., The department follows the International Ombuds Association standards, which she said include  four key principles. The first is confidentiality. 

“We don’t keep any records,” she said. “We don’t keep notes. We shred everything.” 

Secondly, the Ombuds Services staff remain neutral. 

“So, we don’t have a dog in the fight,” explained Ricci. “I’m not here to take sides. I don’t judge. I’m not even here to tell you what to do.” 

The third principle is that her office, and the process people go through there, is informal — it’s not part of an investigation, and won’t result in one.

 “And the last is we’re independent,” said Ricci.

She said one reasons she enjoys her dual role of both teaching and mediating is because conflict is something many people struggle with. 

“Most of us are conflict avoidant,” she said. “What is most fun about teaching the courses is equipping people with the tools to get better.”

She said those are skills students can use far beyond the classroom, especially her Advanced Mediation class. 

“So, that’s really my hope and expectation for my students coming in through the [Communication and Journalism] 320 course,” she said. “The skills that you take you can take into every part of your life.” 

The students also take away a mediation certification, which is a more than $1,000 value, for free.

“There’s sort of no greater feeling to me than to know that I’m making that kind of a difference,” she said. “You know, if I can be that small pebble that sends out those waves, and if all you’re doing is just going out and using your skills, and hearing people and, you know, giving them that opportunity to be heard — that makes such a difference. And to me, that’s my legacy.” 

As one of her students, I can attest that I not only can manage conflict better after taking the course, but I’m listening and communicating in ways I couldn’t before.