Mediation for Managers

Resolving Conflict and Rebuilding Relationships at Work

By: John Crawley, Katherine Graham

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Paperback | 6 June 2002 | Edition Number 1

At a Glance

Paperback
240 Pages

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Dimensions(cm)
23.5 x 19.05 x 1.3

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In recent years mediation has become an increasingly popular approach and powerful technique and has been used successfully in such areas as commercial disputes and customer complaints-handling.

Here, for the first time, is an accessible and practical book on mediation at work and in the workplace itself. Packed with real-life examples and cases, it focuses on mediation's positive way of looking at conflict, how it injects a new dimension into people's "conflict zone", and outlines the qualities needed to be a mediating manager.

Mediating managers become beacons of positive energy perceived as people capable of holding things together when others are "losing it". They are able to do this because they are enablers, not judge and jury, catalysts not fixers, encouragers not enforcers.

Mapping out the overall steps of the mediation process, what mediating managers' core tasks are at each stage, the opportunities offered to those involved, and illustrating different key moments of effectively resolved workplace disputes, the book demonstrates how transferable mediation skills are and how they can be used in a wide range of workplace settings.

Industry Reviews

Indispensable for managers who need a step-by-step guide for working on a problem quickly. - Graham Waddington Independent Mediation Practitioner

All managers who find themselves faced with conflict will find something useful in here. The mediation process comes through clearly, with simple visible cues, checklists and instructions. - David Wyatt Research Director, GlaxoSmithKline

This should be essential reading for all human resource managers and indeed for all employees in a supervisory position. - Health and Safety at Work

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You Can Find This Book In

Non-Fiction Industry & Industrial Studies Industrial Relations, Health & Safety Industrial Relations Business & Management Management & Management Techniques Management of Specific Areas Personnel & Human Resources Management Management Decision Making Self-Help, Personal Development & Practical Advice Personal Finance

Preface	p. ix
Understanding Mediation	p. 1
The Potential of Mediation	p. 2
Defining mediation	p. 3
The benefits of mediating managers	p. 5
Interactive mediation	p. 7
Applications of mediation	p. 11
The Cost and Value of Conflict	p. 12
Choices for managers	p. 13
Conflict management styles	p. 13
Why is conflict so rampant at work?	p. 15
The cost of conflict	p. 19
The positive potential of conflict	p. 20
The Mediation Approach	p. 24
The conflict zone	p. 27
Case study: A manager getting out of the conflict zone	p. 29
Rapport: At the heart of mediation skills	p. 32
Taking the blame out of interactions	p. 33
Case study: Giving people a chance to step back	p. 34
Taking the adversity out of diversity	p. 36
Case study: We're not racist but...	p. 38
Key qualities of mediators	p. 39
Encouraging people to mediate	p. 40
Case study: "He'll never listen"	p. 42
Case study: "I simply don't have the time"	p. 43
Mediation in Action	p. 47
A Map of the Process	p. 48
The sequence of mediation	p. 49
The mediation dynamic	p. 51
Case study: Mediation at first sight	p. 53
Working with the Parties Separately	p. 58
Case study: Environmental Projects	p. 58
Setting the scene and building rapport	p. 61
Reflective listening	p. 63
Getting people outside their conflict zone	p. 72
Encouraging people to mediate	p. 75
Impartiality	p. 79
A Joint Mediation Session	p. 85
Stage 3: Assessment and setting up a joint meeting	p. 85
Preparing the parties	p. 86
Preparing the venue	p. 87
Stages 4 and 5: Setting the scene, exploring and working on the issues	p. 89
Conversation management	p. 90
Setting the scene and building rapport	p. 92
Structuring the interaction	p. 94
Controlling the interaction	p. 97
Facilitation	p. 102
Moving On	p. 106
Stage 6: Building agreements and relationships; and Stage 7: Closure	p. 107
Creating a safe space for exchange of information, feelings, and perceptions	p. 108
Keeping it safe, keeping things moving	p. 111
Generating and assessing options	p. 115
Closing on the issues	p. 119
Firming up agreements	p. 120
Closing on the interaction and the process	p. 120
Mediating a High-Conflict Situation	p. 122
Case study: Ozone	p. 122
Ripeness for mediation	p. 123
Sorting the issues into what can and can't be taken forward	p. 124
Managing anger and aggression	p. 129
Advanced facilitation	p. 136
Using Mediation for Group Disputes	p. 141
Case study: A team on the point of collapse	p. 142
Neutral assessment	p. 143
Building a safe, collaborative environment	p. 148
Facilitating a collaborative process of resolution	p. 150
Equality routines	p. 152
Tips for inter-group disputes	p. 154
Day-to-Day Mediation Skills	p. 159
Maintaining Dialogue under Pressure	p. 160
Case study: Creating a performance management dialogue using conversation management	p. 160
Case study: Managing a very difficult customer by defusing aggression and needs-based problem solving	p. 167
Responding Constructively to the "Isms"	p. 171
Case study: Tackling the office sexist	p. 172
Case study: Managing a sudden racist outburst	p. 179
Investigating Sensitive Issues	p. 183
Finding out or coming out with findings?	p. 184
What makes a good investigator?	p. 185
Case study: Is this bullying?	p. 186
Interviewing the complainant	p. 188
A formal investigation	p. 195
Getting Mediation into Your Organization	p. 202
Assessing the impact of conflict	p. 203
When is mediation appropriate?	p. 206
Building mediation into your organization	p. 208
Case study: Training staff in mediation skills	p. 209
Case study: Establishing a colleague support network	p. 210
Case study: Building a mediation capacity into existing welfare provision	p. 211
Best practice for in-house mediators	p. 213
Evaluating mediation	p. 218
Materials for a Workplace Mediation Service	p. 221
Sample intake form	p. 222
Sample mediator's case assessment form	p. 223
Sample information for parties going through mediation	p. 224
Mediation party evaluation questionnaire	p. 226
Table of Contents provided by Syndetics. All Rights Reserved.

Mediation for Managers

Resolving Conflict and Rebuilding Relationships at Work

At a Glance

Paperback

Industry Reviews

Shipping

How to return your order

Defective items

You Can Find This Book In

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