Workplace Mediation: What it is and how it works

By: Paul Addy

On: 8th July @ 13:00

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Director – Paul M. Addy

MCIPD

Mediation – What is it

and what is the process?

Paul Addy MCIPD Paul.addy@positivepeoplehr.co.uk

• I am a qualified Director of HR with over 20 years’ experience in all aspects of human resources

• I have worked for large corporate organisations such as Barclays, Co-operative Financial Services, General Electric (GE), Pace Technology and ASDA

• Most recently I have been the Director of HR for the Lowell Group, a medium sized financial services organisation

• I am a qualified workplace mediator – Trained by TCM Group in 2013 and hold the National Certificate in Workplace Mediation

• Qualified as a Saville and Holdsworth level A&B practitioner

Learning outcomes

1. To explain the context of conflict

2. To understand what workplace mediation is

3. To know how the process works and the time it takes

4. To understand how using workplace mediation can benefit an organisation and its employees

What is conflict? Conflict is a normal, natural and inevitable aspect of working life

Conflict occurs when Individuals or groups of individuals believe that another individual or group is

• Preventing them from achieving their needs or goals • Preventing access to resources they need to achieve their needs or goals • Preventing them from expressing their values or beliefs in a way which they consider reasonable

Our actions, our reactions and our interactions determine whether it becomes and remains constructive or becomes destructive which is not healthy but is avoidable and is escapable. (David Liddle 2009) • The root cause is a sense of loss arising from an unmet need (loss of confidence, face, esteem etc.).

• The loss triggers negative emotions and behaviours which become, hostile, divisive and eventually harmful

How and why do conflicts escalate?

Stage One

Pre- Conflict

Antecedents to conflict

• Root cause

• Change

• Leadership

• Cultural

Stage Two

Early-Conflict

• Enter the conflict zone

• Take a stand

• The blame game

Stage Three

Mid-Conflict

Actions speak louder than words

• Coercive tactics

• Destructive tactics

Stage Four

Late-Conflict

• Conflict erupts or,

• Eats away

• Becomes highly dangerous

Stage Five

Post - Conflict

• Picking up the pieces

What is your conflict management style?

Avoiding –

“The Turtle” -

Withdrawing

Accommodati

ng – “The

Teddy Bear” -

Smoothing

Compromising

- “The Fox”

Collaborating

“The Owl”

Competing-

“The Shark” –

Forcing

Conflict management styles (Thomas Kilmann 1974)

Y

o

u

r

o

w

n

g

o

a

l

s

Other person’s goals

Poll – Which would you say is your natural conflict management style?

1. Turtle

2. Shark

3. Teddy Bear

4. Fox

5. Owl

The 3 components of most conflicts

1. Content • Describes individuals concerns • Tells us what the conflict is about from their perspective

2. Interaction

• How people behave towards each other • Their feelings towards for one another

3. Expectations

• How they want the situation to be handled or resolved • Typical expectations seek a win/lose outcome (Often parties can become frustrated when the actual

outcome is more lose/lose than they expected

What is mediation

• Mediation is a process of conflict management resolution whereby a neutral third party is invited to intervene into

a workplace situation to assist with the constructive resolution of that conflict • It creates a safe environment where all parties can communicate and work towards the restoration of a working

relationship

• Mediators provide a structured process which encourages all parties to identify, consider and discuss their past, current and future needs

• Workplace mediators encourage and facilitate open and honest dialogue which leads to increased awareness, understanding and empathy

• The outcome of mediation is based on self-determination, i.e. the parties not the mediators, generate, evaluate and agree the outcomes

• Workplace mediation gives all parties access to a fair and equitable form of conflict resolution.

When is mediation appropriate?

Mediation may be appropriate when there are the following conditions:

• Low levels of anger and physical or verbal intimidation

• No serious breaches of company rules or policy

• Facts which are unsubstantiated

• People who are committed to the problem and are willing to solve it

• Concern about ongoing relationships

• People not prepared to work things out without outside help

When is mediation appropriate?

Mediation may not be appropriate if:

• There are extreme power imbalances between parties

• There is behaviour which makes parties feel that communication or negotiation would be unsafe

• Agreed rules need to be applied first including internal company policies and procedures

• Both sides are unwilling or unable to mediate

The FAIR mediation model - TCM

• To make the process of dialogue easier

Facilitate

• To build empathy and understanding between the parties

Appreciate

• To encourage practical and creative problem solving

Innovate

• To help parties reach a resolution to the conflict

Resolve

The process of mediation

The benefits and advantages of mediation cont.

Organisations • Reduces costs

• Conflict resolved positively and in a meaningful way

• Reduction in lost hours due to stress and sickness

• Releases other staff to become involved in more productive activities

• Adds value

• Throughout the process prejudice, inappropriate behaviour, oppressive practices and bullying are challenged

positively and constructively leading to a positive ‘organisation wide’ culture

The benefits and advantages of mediation cont.

Managers and Leaders • Mediation provides a swifter resolution thereby reducing the drain on the financial and management resources

• Managers feel supported by the organisation

• By resolving the conflict it frees the manager up to engage in more productive activities

• It reduces managerial stress

• It assists with restoring the psychological contract

The benefits and advantages of mediation

Employees • Individuals have a sense of greater control during the resolution process

• Mediation ensures that people get things of their chest. Parties to a conflict feel listened to by an independent

mediator that will not judge or blame them

• Individuals have a greater stake in the outcome. Mediation creates a ‘win/win outcome

• Mediation considers historical factors whilst focuses on the future

• Individuals feel valued by the organisation

• Mediation reduces stress, anxiety, fear and harm, all of which impact negatively on the individual

Poll – Would you be interested in discussing mediation with me in more detail?

1. Yes

2. No

Thank you Any Questions?

Contact Information Email: paul.addy@positivepeoplehr.co.uk Tel: 01484 430331 Mob: 07798 656508 Website: www.positivepeoplehr.co.uk Twitter: @positive_hr

Telephone: 0113 322 7240

Website: www.shorebird-rpo.com

Email: marketing@shorebird-rpo.com

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Thank you!

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