Workplace mediation is a structured process to resolve conflicts between employees, through a series of facilitated discussions. Within the workplace mediation provides a range of solutions to resolve conflicts with the aim of resolving disputes before they excalate.
Mediation offers a range of solutions including:
- Resolving relationship issues – where a conflict has occurred resulting in a disagreement and loss of trust between employees
- Resolving the conflict sooner – through a structured approach, with a mutually agreeable solution
- Preventing escalation – ensuring that the dispute does not spread across the company, or develop into a formal grievance
- Improving communication – encouraging colleagues to understand behaviours and each others perspectives and expectations
- Restoring the relationship – helping to guide expectations and to move on from the conflict
- Improving wellbeing – reducing the stress caused by the conflict
- Reducing future conflict – encouraging openness and a resolution quickly in a considered and engaging way, without the conflict impacting other teams and the working environment
Mediation is voluntary, offered to employees as a way of resolving a dispute with a colleague. When offering mediation, the key message includes the benefits to the employees, including that:
- The process is optional – the employee can decline mediation however it is encouraged to facilitate discussions and to find a resolution
- The employee owns the process, and how they engage
- The resolution is based on what they want to see, and the best interests between the employees in dispute
- The outcome provides a mutually agreeable solution
At the point that the company is speaking to the employees regarding workplace mediation, it may be preferable to confirm who the mediator is – where external mediators are provided, explaining that an impartial mediator not an internal company representative will be present may provide the employee the confidence to engage in the process.
The benefits of using an external facilitator
Using a workplace mediator makes a difference when conflict is impacting communication, productivity and feelings in the immediate team. Conflict can also span across a bigger group and escalate quickly. An external mediator supports people who are in disagreement to constructively find a solution, providing an impartial approach.
The mediator has a neutral position, unlike an internal resource e.g. manager or HR, and therefore can provide a completely impartial approach. No company politics. The value that the mediator can bring, specifically where external, often support the individuals to speak openly and honestly which enables them to reflect on the situation and to consider how they want the issues to be resolved.
Mediators are key to encouraging communication. Exploring the situation with the individuals to understand what has happened and how this has impacted them is key in finding an appropriate solution. Many workplace conflicts are a combination of incidents, misunderstanding, assumptions made, and often includes a lack of understanding by the other party- what this meant to them, and how it made them feel. The key skills of a mediator in the way that they communicate helps the individuals feel that they are being heard and ensures that the conversation stays productive. The mediator ensures that the conversations remain productive rather than a personal attack fuelled with emotions or confrontation.
When do you consider mediation?
The line manager is key in picking up a potential conflict, using their skills and observations. Picking this up before escalation is key to ensure that the conflict does not result in an unnecessary grievance. When we refer to an unnecessary grievance, often by addressing the issue immediately with both individuals to take the conflict away then this reduces the need for the grievance procedure where one or both employees raises concerns over their colleagues’ behaviours. As we know a grievance procedure can take time, and at this point the morale and productivity has been impacted, along with the relationship which can be difficult to resolve and bring back.
The mediation route can resolve the relationship issues before concerns escalate, can reduce the need for a lengthy investigation and grievance procedure, and instead focuses on finding a practical solution. Mediation improves working relationships, with mutual understanding and agreement between the parties. Mediation often leads to a longer lasting solution and respect, where people feel involved and listened to.
In short, workplace mediation is useful when you want a practical, cooperative way to resolve workplace conflict without damaging relationships or escalating the situation.
At Nockolds HR, Helen Burrowes Senior HR Consultant, is a trained Workplace Mediator, and can provide support with disputes within the workplace.
Helen has said “As a trained workplace mediator, my advice to managers is to offer mediation at the point that the conflict or dispute starts to show. Providing mediation as a solution shows that the company wants to handle the concerns and to promote a good working environment. Letting the conflict fester and develop further can result in an impact on productivity in the team, escalate into complex grievances or result in a costly tribunal claim. Mediation can resolve workplace conflict at the early stage.“
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