Mediation is a conflict resolution method that uses an independent mediator who enters a dispute between two parties in order to facilitate their mutual communication and their search for a resolution of the dispute. It is used in the handling of civic, labor and business disputes, as well as in various family and private matters. But today we will not discuss how to use the services of mediators, but rather how to use the principles of mediation when handling conflicts at work. According to Monster.com, all managers should have a grasp of the following mediation principles.
People in conflicts don’t battle against each other, they battle for themselves
Conflicts mean there is a wave of emotion in which people try to defend their interests. Just because you get into a conflict with somebody doesn’t mean that this person has something against you. The best thing that you can do is to take a step back and view the situation from the other party’s perspective.
Look for the values hidden behind the interests
People at work usually talk about their interests – they want to be promoted to a higher level position, they want a longer vacation, etc. But hiding behind these interests are values that you need to know in order to prevent and resolve conflicts. When an employee wants more vacation time, it may be that she likes changes and fun, or even that she wants to see recognition for her hard work.
The mediator should provide a safe environment
The mediator’s task is to ensure that both parties feel safe in the meeting and can get involved in the discussion. Favoring one party never helps anything. Always agree on the rules of mutual communication at the beginning of the dispute resolution.
A break can help to calm down emotions
Conflict resolution is difficult and requires breaks to calm down emotions. Sometimes a few minutes is enough, and sometimes it is better to wait for another day. But if this break is going to be longer, agree with the dispute participants on with whom and under which circumstances they can talk about the conflict during this time. Both parties should prepare their positions.
Write down the agreed solution
As soon as you agree on the dispute resolution, document it. Everyone should literally have on black and white what role they will play in the chosen resolution and in what timeframe the resolution will take place. Executing the agreement in writing will help you to not only strengthen the responsibility of both parties, but also to answer anything that is unclear and add as many details as possible.
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