Reason & Respect Unplugged: National Civility Month 

(SARATOGA SPRINGS, NY — August 4, 2025) In celebration of National Civility Month, the Office of Diversity, Equity, and Inclusion heard from members of the Peer Mediation Student Organization who shared their perspectives on the importance of constructive dialogue and conflict resolution practices for this month’s Reason & Respect: Unplugged! We invite the university community to join us in this celebration by reading the Q&A below and sharing your reflections, questions, and experiences on our community discussion board.  

The Peer Mediation Organization at SUNY Empire is a student-led organization  that empowers trained student mediators to support their peers in collaboratively resolving disputes and conflicts. 

In this article we will hear from Serrina Goodman, Peggy Belles, and George Lopez. 

Serrina Goodman is a SUNY Empire MBA student, cancer advocate, community activist, ministry leader, writer, producer, and director of faith-based stage, television and film. 

Peggy Belles holds a Bachelor of Science in criminal justice and is in the Master of Public Administration program at Empire State University. She is a graduate of the FBI National Academy in Quantico, Virginia, and earned her paralegal certification from Katharine Gibbs School in Manhattan. She has over 31 years of experience in law enforcement and executive leadership, and for the last ten years has owned a consulting business. She is the mother of five children, grandmother of four, and an active member of the Empire community. In addition to being a member of the Peer Mediation Group, she is the current president of the Criminal Justice Club, vice president of the Alpha Sigma Lambda Omega Tau Chapter, chairperson of the Mental Health and Psychology Club, member of the Student Health Advisory Committee. 

George Lopez is the assistant director of Opportunity Programs at Empire State University. He is Puerto Rican, originally from South Troy in the Capital Region of New York state. His identity and background have been shaped by growing up in a community where he greatly benefited from nonprofit organizations, mentors, and community support — people who saw a version of him that was greater than what he saw for myself. These experiences drive his commitment to paying it forward through his career and community involvement. George has worked in various capacities including youth work, charter schools (Green Tech High Charter School), the YMCA, Boys and Girls Club, and various nonprofits. He is also a board member at Mediation Matters, an alternative dispute resolution center. 

 
What inspired you to be involved with the Peer Mediation group? 

Serrina: My inspiration to become involved with the Peer Mediation group is deeply rooted in over two decades of community service, during which I’ve worked with diverse and often underserved populations. One of the most impactful experiences of my career was developing a gun violence suppression program for inner-city youth—an initiative that required direct engagement with individuals involved in gang activity. Through strategic communication and trust-building, I was able to facilitate critical conversations that led to temporary ceasefires and planted the seeds for long-term change. 
These experiences reinforced my belief that even the most intense conflicts can be addressed through dialogue, empathy, and collaboration. My background in conflict resolution, combined with a deep desire to foster peace, drive my commitment to helping others navigate difficult situations. Becoming a peer mediator allows me to continue this mission—empowering individuals to find common ground, resolve disputes, and create more harmonious communities. 

Peggy: My career and role in law enforcement, training in conflict management, and study of human behavior and psychology inspired me to join this group. Serving others in this role allows me to be a part of a valuable process that can only add to the wellness and mental well-being of our community here at Empire. I am so grateful for the opportunity to help others in this way. 

George: My involvement stems from a transformative training experience I had with Mediation Matters on conflict resolution. Growing up in an area where social issues and violence were prevalent, I initially avoided conflict because my only reference point for conflict was violence — I’d witnessed serious harm and even murders in my community resulting from unresolved disputes. The training gave me language to understand that conflict isn’t the problem — it’s a symptom of deeper issues like violations of identity, unmet needs, or dysregulated emotional states. This understanding was so powerful that I wanted to help spread this knowledge to students so they could help their peers, family members, and ultimately make the world a better place. 

How has learning about and engaging in mediation practices changed the way you approach your own conflicts? 

Serrina: As a 13-year breast cancer survivor, I’ve gained a deep appreciation for the value of time, peace, and purposeful living. My experience has taught me that life is too short for unnecessary conflict and that, at our core, most people truly desire peace—even if they don’t always know how to achieve it. 
Engaging in mediation practices has significantly influenced the way I approach conflict. I’ve learned to value open dialogue, active listening, and collaborative problem-solving. Rather than avoiding conflict, I choose to face it directly—with a mindset rooted in empathy, clarity, and a willingness to find common ground. I thrive in peaceful, cooperative environments, and I’ve come to understand that I have the ability to help create them. Mediation has empowered me to transform tense situations into opportunities for growth, understanding, and resolution. 

Peggy: I have had training and courses in mediation and conflict management which required me to study conflict theory as well as my own conflict management style. To mediate any conflict with anyone, a person must understand their conflict management style and regulate their own emotions. I approach conflict with an interest-based approach that focuses on a win-win rather than a win-lose model. Deep listening is one of the greatest skills in mediation. 

George: Learning about mediation fundamentally shifted my understanding of conflict from seeing it as something to avoid to recognizing it as a symptom of underlying dynamics. Instead of viewing conflict as inherently dangerous or violent, I now understand the root causes and can address violations of identity, unmet needs, and emotional dysregulation. This knowledge has given me tools to engage constructively rather than avoid difficult situations. 

If you could teach everyone one thing about resolving conflict, what would it be? 

Serrina: It would be to truly listen—not just to respond, but to understand. So often, conflict escalates simply because people don’t feel heard. Being fully present in the moment, setting aside assumptions, and instead listening with empathy can shift the entire dynamic of a conversation. When we give others the space to express themselves honestly and openly, we create the foundation for mutual respect, understanding, and resolution. 

Peggy: I love a teaching from William Ury that I always find useful. He says, “Go to the balcony.” That means pause, go higher to get a broader view, and try to see other perspectives. It is so important to shift your mindset from seeing conflict as a battle to be won to a problem that can be solved collaboratively. What are the interests of each party? Through the process of conflict management, we can find that answer, which is the root to solving the conflict. 

George: When we understand the underlying dynamics [of conflict], we can address the real causes instead of just reacting to the surface-level disagreement. We’re all here for each other, and sometimes we lose sight of that fundamental truth. 

 
Is there anything else you would like to add? 

Serrina: Initially, I believed since most interactions take place virtually, the potential for conflict was minimal. I quickly realized the opposite can be true. Virtual communication often lacks the tone, body language, and immediate accountability of in-person dialogue. As a result, people may feel more emboldened to say things they wouldn’t express face-to-face, leading to increased misunderstandings and tension. This has shown me how essential mediation skills are in today’s digital world—helping people navigate conflict with empathy, clarity, and respect, regardless of the platform. 

Peggy: Thank you Empire State University and Peer Mediation Group for creating a space that is essential for any school or workplace. I am so grateful to be a part of a community that makes such an effort to contribute to student and faculty wellness! 

Ways to get involved: 

In celebration of National Civility Month, we encourage you to engage in the following ways: 

• Community discussion board- Share your experiences, thoughts, and questions on civil discourse and conflict resolution on this month’s community discussion board!  

• Get involved with Peer Mediation: If you’re interested in getting involved in the Peer Mediation organization, please email peermediators@sunyempire.edu.  

• Participate in the upcoming skill-building series: Beginning Wednesday, August 20, George Lopez and Ade Byron, Office of Diversity, Equity, and Inclusion program manager, will be hosting a four-part skill-building series on restorative practices. The first session will take place from 11 a.m.-noon.