Essential Guide to Workplace Mediation and Conflict Resolution Rebuilding Working Relationships

ISBN-10: 0749450193
ISBN-13: 9780749450199
Edition: 2008
List price: $39.95 Buy it from $16.18
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Description: Workplace mediation is becoming an increasingly popular dispute resolution method to settle interpersonal employee conflicts, including harassment and bullying complaints. There is a direct ratio between the quality of relationships across the  More...

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Book details

List price: $39.95
Copyright year: 2008
Publisher: Kogan Page, Limited
Publication date: 5/1/2008
Binding: Paperback
Pages: 208
Size: 6.50" wide x 9.75" long x 0.75" tall
Weight: 1.078
Language: English

Workplace mediation is becoming an increasingly popular dispute resolution method to settle interpersonal employee conflicts, including harassment and bullying complaints. There is a direct ratio between the quality of relationships across the workplace and long-term effectiveness and success. Mediation addresses complex relationship difficulties head-on so that working relationships can be restored. Fostering a philosophy of mediation as a culture and a "co-entrepreneurial" business model, Doherty and Guyler consider what mediation is, why it is necessary and how it works, including the main principles of operation and the 6-step structure of a mediation meeting. They analyze the reasons for conflict and suggest useful everyday communication skills to help defuse anger or aggression. Real case studies look at specific complaints of bullying, of sexual harassment and of racism, generational conflicts within family businesses and boardroom conflicts between chairmen and CEOs.

Nora Doherty is one of the UK leading independent consultants in the field of workplace mediation for businesses and organizations. She is the Director and founder of Professional Mediation Resolutions (PMR) Ltd who provide mediation training and independent mediators in UK and worldwide: contact via web page www.workplacemediation.co.uk

Marcelas Guyler is a business trainer, communications and development consultant, workplace mediator, Managing Director of The Human Business Limited and principal consultant of MCRG (the Mediated Cultures and Resolutions Group).

Preface
Introduction
Workplace mediation
So what exactly is workplace mediation?
A working definition of mediation
The underlying principles of mediation
Where does workplace mediation come from?
An example of a breakdown in a workplace relationship: Wendy and Mark
Wendy and Mark and a complaint of bullying
So how do organizations respond to conflict?
Just how does mediation work?
The six-step model of mediation
Confidentiality in mediation
Mediation and levels of listening
Finding your way around conflict resolution: what is special about mediation?
The nature of 'conflict'
The elements that can divide
The principles that unite
Dispute resolution methods
A comparative continuum of workplace interventions
What is special about mediation?
How mediation can be used within organizations
Mediation when working relationships break down
Mediation as an informal resolution within personnel policies
Mediation after a formal investigation has taken place
Mediation as part of your customer or client complaints procedure
Workplace mediation for teams
So what lies behind team conflict?
Conflict scenarios: how will team dysfunction be manifest?
Team mediation is not an 'away day'
What is team mediation?
Who should facilitate a team mediation?
When team mediation should be considered and when not
Organizing a team mediation
Team mediation and group dynamics
Looking at group dynamics
Mediation and sub-personalities
Dealing with cultural differences: prejudices, assumptions and discrimination
Mediation and group scapegoating
Team mediation and 'ghost figures'
Introducing mediation into your workplace: mediation providers, personnel policies and mediation practice in the organization
Who is going to carry out the mediations?
Where do you find external mediators?
How do you select internal mediators from your staff?
What training will internal mediators need?
Supervision of internal mediators
How will mediation be part of your personnel policies?
Dissemination of mediation throughout your organization
Mediation in action: case studies of real life workplace mediations
Case studies of workplace mediation between two employees
A mediation for a complaint of bullying against a manager
A mediation for a complaint of sexual harassment
A mediation between two colleagues sharing an office and alleged racism
Moving through the eye of the storm and the art of the impossible: a mediator's view of the process
Case studies of workplace mediation with teams
Team Case Study One: a team with multiple problems
Team Case Study Two: a mediation between senior managers and two teams
Case studies of workplace mediation for boardroom conflicts
Mediation for a family manufacturing firm between directors - father and son
Mediation for an international company between the chairman and the managing director
The philosophy and processes of mediation: in support of conflict managers and organizational development
Why do conflicts arise? Some universal, individual and interpersonal models
Stress, threat and conflict: 'hardwired for a fight...'
Stress and conflict in the contemporary business environment of change
Individual perception, life-stances and conflict
Personal responses to conflict: passive / aggressive / assertive
Interpersonal conflict styles and tactics: a summary
Avoiding negativity for mediators and conflict managers
Why and how should managers respond to conflict?
'Conflict costs': managing conflict effectively saves money
Anger and how to handle it
Managing your mind-talk
Reframing inflammatory language: turning poisons into honey
Changing an impasse into a win-win solution
Resolving everyday conflicts quickly with the Brief Mediation model
The philosophy of mediation and the business of empowerment
'May you live in interesting times'
So where are organizations headed in the 21st century?
Mediation and the business of empowerment
Empowerment and responsibility within mediation
'Beyond mediation': the culture of mediation and organizational development
Mediation as a culture and the 'co-entrepreneurial' business
The mediation process and 'mediated business solutions'
Conclusions: the last word
Contacting the authors
Bibliography
Index

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