Ms. Terry L. Sutter, M.A.

Mediation and Conflict Management Services
17470 North Pacestter Way
Scottsdale, AZ 85381
Email: Website address:

Professional Work History:

2004 - present Principal/Mediator, Better Conflict Solutions, Mediation and Conflict Management Services. Phoenix, AZ Better Conflict Solutions is dedicated to helping employers prevent, manage, and resolve workplace conflict with the following services: Mediation Ombudsperson Developing Customized Conflict Management Systems Employee Development Training (conflict prevention/management & communication skills) Facilitating employee focus group meetings Employee opinion surveys (design & analysis) - Organizational development experience includes developing performance evaluation systems, job analyses, developing, administering, and statistical analysis of employee opinion surveys, and training needs assessment/training development - Human Resources, Pen Air Federal Credit Union, Pensacola, FL - Owner/Director, Early Childhood Education Center, Phoenix, AZ

Dispute Resolution Experience

Experience includes graduate education in Industrial/Organizational psychology, which focuses on behavior in the workplace and scientific solutions to human problems in the workplace. I/O psychology also encompasses organizational development, employment legal issues, employment practices (e.g., selection procedures and performance appraisal), training needs assessment/training development, and group dynamics. Expertise in conflict resolution in the workplace, specifically conflict and its effect on employee performance, organizational performance, and quality of life in the workplace. Serves or has served as a mediator/arbitrator panelist for the following: Arizona Attorney General?s Office, Civil Rights Division Employment mediations have involved allegations of wrongful discharge, sexual harassment, failure to promote, and age, race, and gender discrimination. Maricopa County Superior Court Mediations have involved employer-employee, landlord-tenant, HOAs, debt collection, contract, and property damage cases. Phoenix Better Business Bureau Arbitrations and mediations have involved consumer-business disputes. Disputes may involve any type of consumer complaint with the exception of criminal, product liability, or personal injury. Arizona Department of Education, Exceptional Student Services Mediations have involved parent-school distrct disputes concerning improper program placement and failure to provide appropriate services for example. EEOC, Federal Sector Pro Bono Panel Arizona Agricultural Mediation Program

Cornell University Dispute Resolution Training (Course titles and dates taken)

Employment Law Mediator Training, 04/2008 Cornell University School of Industrial and Labor Relations, Scheinman Institute on Conflict Resolution New York, NY

Other Dispute Resolution Training

Family/Divorce Mediation Training,11/2009 American Association of Christian Counselors Mesa, AZ Special Education Mediation Training, 04/2007 Arizona Department of Education ? Exceptional Student Services Phoenix, AZ Special Education Mediation Training, 12/2005 Arizona Department of Education ? Exceptional Student Services Phoenix, AZ Mediation Training ? Federal Agriculture Certification, 11/2005 Arizona Agricultural Mediation Program Chandler, AZ Mediation Training ? Workplace Concentration, 09/2005 The Mediation Agency/Merge Consultants Mesa, AZ Mediation Training, 08/2005 Straus Institute for Dispute Resolution, Pepperdine University School of Law Westlake Village, CA Designing Dispute Resolution Systems for the Workplace, 06/2005 Straus Institute for Dispute Resolution, Pepperdine University School of Law Malibu, CA Negotiation and Conciliation, 06/2005 Straus Institute for Dispute Resolution, Pepperdine University School of Law Westlake Village, CA Mediation Skills Training, 10/2004 The Mediation Agency/Merge Consultants Mesa, AZ

Professional Associations

Arizona Association for Conflict Resolution National Association of Family and Conciliation Courts Arizona Association of Family and Conciliation Courts


M.A. Industrial/Organizational Psychology University of West Florida, 2004 B.S. Psychology, Summa Cum Laude Arizona State University, 2001


Garrett Hoover, Conflict Resolution Program Coordinator, Arizona Attorney General's Office, Civil Rights Division 602.542.7767 Andrea Menier, Dispute Resolution Manager, Phoenix Better Business Bureau 602.212.2253 Carol Kamen, Enrollment Advisor, North Central University 480.502.8989

Fee Policy

$125.00 hourly - will charge for study/preparation time. Two hour cancellation fee if mediation is cancelled within 48 hours. Will not charge travel time - only cost of travel if outside Phoenix and its surrounding areas (e.g. airfare and lodging).