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