The Essential Guide to Workplace Mediation and Conflict Resolution: Rebuilding Working Relationships

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  • Format: Paperback
  • Copyright: 2008-05-01
  • Publisher: Kogan Page Ltd

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What is included with this book?


The Essential Guide to Workplace Mediation and Conflict Resolution examines the nature, process, uses and skills for employing and using mediation. The authors examine what mediation is and how it can be successfully applied to resolve issues, by presenting a range of techniques and case studies. Applicable to not only one-on-one conflict, but also team and at board room level, it is written firstly for those people in organizations who are in the front line and who have daily to anticipate, pre- empt or defuse conflicts in the support of productive working relationships. It is also for those who are already mediators or those who are training to become mediators.

Author Biography

Nora Doherty is one of the leading UK independent consultants in the field of workplace mediation for businesses and organizations, founder and Director of Professional Mediation Resolutions (PMR) Ltd, and she has been a mediator and trainer for many years Marcelas Guyler is a business trainer, communications and development consultant, workplace mediator, and principal consultant of the Mediated Cultures and Resolutions Group (MCRG)

Table of Contents

Prefacep. ix
Introductionp. 1
Workplace mediationp. 5
So what exactly is workplace mediation?p. 7
A working definition of mediationp. 7
The underlying principles of mediationp. 11
Where does workplace mediation come from?p. 16
An example of a breakdown in a workplace relationship: Wendy and Markp. 23
Wendy and Mark and a complaint of bullyingp. 23
So how do organizations respond to conflict?p. 24
Just how does mediation work?p. 27
The six-step model of mediationp. 28
Confidentiality in mediationp. 41
Mediation and levels of listeningp. 43
Finding your way around conflict resolution: what is special about mediation?p. 46
The nature of 'conflict'p. 47
The elements that can dividep. 48
The principles that unitep. 49
Dispute resolution methodsp. 50
A comparative continuum of workplace interventionsp. 53
What is special about mediation?p. 53
How mediation can be used within organizationsp. 57
Mediation when working relationships break downp. 57
Mediation as an informal resolution within personnel policiesp. 59
Mediation after a formal investigation has taken placep. 62
Mediation as part of your customer or client complaints procedurep. 63
Workplace mediation for teamsp. 66
So what lies behind team conflict?p. 67
Conflict scenarios: how will team dysfunction be manifest?p. 70
Team mediation is not an 'away day'p. 70
What is team mediation?p. 72
Who should facilitate a team mediation?p. 73
When team mediation should be considered and when notp. 75
Organizing a team mediationp. 77
Team mediation and group dynamicsp. 83
Looking at group dynamicsp. 83
Mediation and sub-personalitiesp. 88
Dealing with cultural differences: prejudices, assumptions and discriminationp. 92
Mediation and group scapegoatingp. 94
Team mediation and 'ghost figures'p. 97
Introducing mediation into your workplace: mediation providers, personnel policies and mediation practice in the organizationp. 100
Who is going to carry out the mediations?p. 101
Where do you find external mediators?p. 102
How do you select internal mediators from your staff?p. 103
What training will internal mediators need?p. 105
Supervision of internal mediatorsp. 105
How will mediation be part of your personnel policies?p. 106
Dissemination of mediation throughout your organizationp. 109
Mediation in action: case studies of real life workplace mediationsp. 111
Case studies of workplace mediation between two employeesp. 113
A mediation for a complaint of bullying against a managerp. 113
A mediation for a complaint of sexual harassmentp. 116
A mediation between two colleagues sharing an office and alleged racismp. 117
Moving through the eye of the storm and the art of the impossible: a mediator's view of the processp. 119
Case studies of workplace mediation with teamsp. 122
Team Case Study One: a team with multiple problemsp. 122
Team Case Study Two: a mediation between senior managers and two teamsp. 126
Case studies of workplace mediation for boardroom conflictsp. 132
Mediation for a family manufacturing firm between directors - father and sonp. 132
Mediation for an international company between the chairman and the managing directorp. 134
The philosophy and processes of mediation: in support of conflict managers and organizational developmentp. 137
Why do conflicts arise? Some universal, individual and interpersonal modelsp. 139
Stress, threat and conflict: 'hardwired for a fight...'p. 139
Stress and conflict in the contemporary business environment of changep. 141
Individual perception, life-stances and conflictp. 143
Personal responses to conflict: passive / aggressive / assertivep. 147
Interpersonal conflict styles and tactics: a summaryp. 149
Avoiding negativity for mediators and conflict managersp. 152
Why and how should managers respond to conflict?p. 154
'Conflict costs': managing conflict effectively saves moneyp. 155
Anger and how to handle itp. 155
Managing your mind-talkp. 157
Reframing inflammatory language: turning poisons into honeyp. 160
Changing an impasse into a win-win solutionp. 164
Resolving everyday conflicts quickly with the Brief Mediation modelp. 164
The philosophy of mediation and the business of empowermentp. 169
'May you live in interesting times'p. 169
So where are organizations headed in the 21st century?p. 171
Mediation and the business of empowermentp. 172
Empowerment and responsibility within mediationp. 173
'Beyond mediation': the culture of mediation and organizational developmentp. 176
Mediation as a culture and the 'co-entrepreneurial' businessp. 176
The mediation process and 'mediated business solutions'p. 178
Conclusions: the last wordp. 182
Contacting the authorsp. 185
Bibliographyp. 186
Indexp. 193
Table of Contents provided by Ingram. All Rights Reserved.

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