When conflict boils over in the workplace, it is
tempting to quickly bring the parties together and point them towards a
resolution. You can see how they need to work it out, ‘It is just a matter of telling them, right?’
No, not really. A more sensitive approach, based on
our current knowledge of interpersonal relationships, usually gets better
results which are more relevant to the individuals, and longer lasting.
Time and again, we come across well-meaning, but
perhaps ill-advised, colleagues confusing informal HR meetings with mediation
in its most valuable and effective form.
Perhaps it is time for HR
professionals and line managers to gain a better understanding of what
mediation is, what it can do, when it should be used, and whom is best placed
to mediate competently and without bias. After all, the way mediation is
introduced into your organisation will shape the way it is embraced and
embedded in your culture.
Once the relevant line or HR manager has learned of a
conflict situation at work, they will probably want to sit down with each party
to gain a fuller picture of the situation. There is much to be gained from
these conversations, and one possible outcome may be to propose a mediation.
Problems occur when the meeting turns into the
beginnings of a mediation of sorts, before the parties have been duly prepared
and have an understanding of what is involved. There is also a risk that, in
this context, there is a lack of complete impartiality and that professional
mediation practice models are not being followed. This poses a significant risk
to the credibility of the process and the way the parties are being supported.
Here are some of what we believe to be the core
objectives of an initial needs assessment:
- Gain overview of concerns
- Establish the history of the issue/s to date and the
people involved
- Understand what the parties are looking to achieve
All of the above can, with
the consent of the parties, feed usefully into a mediator's background
knowledge of the situation, if indeed mediation is the most appropriate next
step.
People Resolutions provides independent conflict resolution services, including workplace investigations and mediation. If you’d like to talk through any situation, please don’t hesitate to give us a call on 01908 488 828, at no obligation.
