Introduction
Workplace mediation is a helpful management practice for every organization. Since conflicts frequently occur, it is reasonable to identify effective solutions to these situations. Workplace mediation can be an appropriate option because it implies that an independent person guides a meeting between conflicting parties. This individual is responsible for proving that the two sides can freely express their visions of a problem and develop a path to resolve the issue. The specified intervention implies many techniques and approaches that can help facilitate productive discussion. A conflict between Trevor and Sue will be analyzed to determine the effectiveness of workplace mediation (Evans, 2015). Even though a compromising strategy could have produced better outcomes, the mediation approach was effectively used because three specific techniques allowed for solving the conflict, and this information improved my own conflict management skills.
Conflict Defined
To begin with, one should define the conflict under consideration. The issue occurred between Trevor, a manager, and Sue, a part-time employee. There was a significant order, and the team had difficulties meeting the deadline because it was short-handed. That is why Trevor asked Sue to come to work on Friday. After she refused because Friday was the day that she typically spent with her family, Trevor became upset and angry, which made him aggressively coerce Sue to agree (Evans, 2015). That situation resulted in a direct confrontation on Thursday when Trevor made an implicit suggestion that Sue would have problems because of her refusal to satisfy his claim (Evans, 2015). That is why Sue filed a grievance that her manager bullied her into working extra hours against her will and possibilities.
Analyzing the Mediation Approach
It is possible to state that the mediation approach was effective. The most significant result refers to the fact that this intervention helped solve the conflict. In particular, the mediator did her best to ensure that Trevor and Sue were ready to meet and discuss the issue. The guided conversation allowed the conflicted individuals to express their visions, which helped them resolve the issue (Evans, 2015). This outcome was not surprising because the research field describes the versatile advantages of workplace mediation. For example, Kalter et al. (2018) stipulate that the given approach implied short-term and long-term benefits. When individuals are satisfied with the mediation process, it is more likely that their future work environment will be productive and cooperative (Kalter et al., 2018). That is why there is no doubt that the intervention under analysis was effective.
However, it is possible to add that a different conflict management approach could have been better. This statement refers to the use of compromise to solve various disputes. The suggested strategy “encourages give and take condition which focuses on fulfilling each group’s concern” (John-Eke & Akintokunbo, 2020, p. 307). In other words, when a conflict occurs, participants should be ready to settle the dispute harmoniously. Each side should take a specific step forward to resolve the existing challenge. If Trevor and Sue had utilized a compromising conflict management approach, they would have solved the conflict shortly without the help of the mediator.
Describing Three Mediation Techniques
The video under review is helpful because it presents essential information regarding how workplace mediation can be implemented. In particular, the mediator relied on three specific techniques that contributed to achieving positive outcomes. Firstly, it is good that Trevor and Sue were asked to participate in individual consultations. This approach is beneficial because it allows the mediator to assess how the conflict affected the persons and whether they are ready to participate in a group discussion. Furthermore, one-to-one conversations are important since they help establish a connection between the mediator and the individuals.
Secondly, it is excellent that the mediator draws attention to organizational aspects. Wang et al. (2018) stipulate that the introduction to mediation is a helpful technique. This strategy allows the participants to understand why they are involved and what outcomes they can expect from the given activity. As for the mediator from the video by Evans (2015), she made opening statements to provide Trevor and Sue with all organizational details. Thus, the mediator set the agenda, introduced expectations, and defined specific goals that could be achieved, which made the participants feel comfortable during the conversation.
Thirdly, positive outcomes were achieved because the mediator managed to stay objective. While she listened to Trevor’s and Sue’s answers, she did not disclose her personal attitude toward the conflict. This technique also manifested itself in the fact that the mediator did not offer any solutions because she facilitated the participants to develop their own strategies to resolve the challenge. Furthermore, the objective attitude implied that Trevor and Sue saw that the mediator did not show a preference for any of them. This fact allowed the two to participate openly and productively in the activity.
Recommending Additional Mediation Techniques
In addition to that, the mediator could rely on three additional techniques to improve outcomes. The first potential option is highlighting the rewards that can be achieved after solving a conflict (Program on Negotiation [PON] Staff, 2022). One should stipulate that the mediator is not expected to offer any financial or other benefits to the participants if they resolve the issue. Instead of that, the responsible person should emphasize the benefits that the participants will witness if they solve the issue. This information can serve as additional motivation for the parties to engage in conflict management.
The second alternative technique relates to making an agreement. According to the Chartered Institute of Personnel and Development (CIPD, 2022), mediators typically create formal agreements that all conflict parties approve. This strategy is beneficial because it demonstrates that people in conflict have robust intentions to resolve the existing challenge and prevent it from happening in the future. This statement denotes that it is not even obligatory to create a formal document to achieve such advantages. In the given case, the mediator could suggest signing an agreement to let Trevor and Sue understand whether they were ready to take specific steps to improve their relationship.
Finally, even though the conflict occurred between Trevor and Sue, talking to other team members could be useful. These individuals could provide useful information because they could describe what the workplace relationships had been before the conflict. The mediator could find this data helpful in understanding whether disputes were common. As the Expert Panel (2019) stipulates, it is necessary to promote collaboration in the workplace to improve productivity. That is why if the mediator had engaged other team members in the discussion, she would have created the feeling that all the individuals are responsible for maintaining a good workplace environment.
Understanding Conflict Management
It is worth admitting that the conflict under analysis has provided me with helpful insights. On the one hand, I have understood that there is no absolute truth in a dispute. Each side interprets the issue in a particular manner so that there are two or more visions of the same situation. Thus, I have learned that every conflict from my past could be interpreted in different ways. That is why it was an evident mistake that I frequently entered into a dispute without listening to my opponents’ opinions. However, I can use this information to avoid similar problems in the future. Since the given video has demonstrated that mediation can help solve workplace conflicts, I will rely on this approach. In particular, I will ask for mediation when I enter a conflict and suggest being a mediator to help my colleagues respond to a challenge.
Conclusion
This report has overviewed a conflict and how a mediation approach can be used to resolve it. The video by Evans (2015) has revealed that the mediator played a decisive role in helping Trevor and Sue address the existing challenge. The given management strategy was effective because three specific techniques were implemented. These steps included relying on individual consultations, articulating organizational aspects, and staying objective. However, positive outcomes could also be achieved if the mediator relied on alternative techniques. For example, they consist of highlighting the rewards, making an agreement between the parties, and talking to other team members. Scientific evidence also demonstrates that the implementation of the compromising management approach could allow Trevor and Sue to respond to the challenge better. However, I still believe that mediation is a helpful conflict management strategy, which makes me sure that I will rely on it in the future.
References
Chartered Institute of Personnel and Development. (2022). Mediation at work.
Evans, A. (2015). Workplace mediation in action – Conflict masters [Video]. YouTube.
Expert Panel. (2019). 12 dispute mediation techniques for managers.Forbes.
John-Eke, E. C., & Akintokunbo, O. O. (2020). Conflict management as a tool for increasing organizational effectiveness: A review of literature.International Journal of Academic Research in Business and Social Sciences, 10(5), 299-311.
Kalter, M., Bollen, K., & Euwema, M. (2018). The long‐term effectiveness of mediating workplace conflicts.Negotiation Journal, 34(3), 243-265.
Program on Negotiation Staff. (2022). Mediation techniques – Resolve disputes and manage conflict with these mediation skills. Harvard Law School.
Wang, Q., Bowling, N. A., Tian, Q. T., Alarcon, G. M., & Kwan, H. K. (2018). Workplace harassment intensity and revenge: Mediation and moderation effects.Journal of Business Ethics, 151(1), 213-234.