I see
mediation as a life / work role that people need to step into when circumstances
suggest it might be appropriate and when it is potentially useful to others.
Like other life roles – manager, carer, parent, friend or partner – the
mediation role involves the deployment of a group of identifiable behaviours such
as impartiality, active listening, conflict facilitation and resolution
techniques. These skills are hugely beneficial in the workplace for leaders and
managers.
Mediation also
involves using language in a neutral, non-judgemental way – for example saying
to people what you need from them rather than what you think of them.
Resolving to get the best out of
people
The
mediation approach to conflict resolution is driven by a set of optimistic
values[1]:
•
Conflict is
OK and can lead to positive growth and change
•
Most people
do not choose to be difficult or negative with others , but become so when
their needs are not being met, or when their own needs clash with others
•
Win/win
solutions are more satisfactory than win/lose
•
People at
work have common interests but often fail to recognise them when in a conflict
•
People can
balance their own needs with others and find mutually acceptable resolutions
•
People often
do not think straight when they are in a stressful situation but are able to
come up with workable solutions if their stress is reduced
•
Conflict resolution enables diverse communities to understand and work with one another
to achieve their full potential
•
Once people
who have different views and values start communicating constructively about
their differences they will be more able to work together and trust one
another.
Mediation
turns an argument into a win/win discussion and agreement. Workplaces will
benefit tremendously if mediation values, thinking and behaviour is put at the
centre of people management strategies. See how you can do this in the soon to
be published ABC Guide to Workplace Conflict resolution. Sign up to receive your copy here.
John Crawley
[1] Argument to Agreement
– Resolving Disputes through Mediation, Crawley J, published by JCMediation June
2012
