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Mediation for Managers: Resolving Conflict and Rebuilding Relationships at Work

Book Description

Mediation is a highly effective method of reducing conflict, resolving disputes, and building a productive workplace.

Table of Contents

  1. Cover Page
  2. Title Page
  3. Copyright Page
  4. Contents
  5. Preface
  6. Part I: Understanding Mediation
    1. 1 The Potential of Mediation
      1. Defining mediation
      2. The benefits of mediating managers
      3. Interactive mediation
      4. Applications of mediation
    2. 2 The Cost and Value of Conflict
      1. Choices for managers
      2. Conflict management styles
      3. Why is conflict so rampant at work?
      4. The cost of conflict
      5. The positive potential of conflict
    3. 3 The Mediation Approach
      1. The conflict zone
      2. Case study: A manager getting out of the conflict zone
      3. Rapport: At the heart of mediation skills
      4. Taking the blame out of interactions
      5. Case study: Giving people a chance to step back
      6. Taking the adversity out of diversity
      7. Case study: We’re not racist but…
      8. Key qualities of mediators
      9. Encouraging people to mediate
      10. Case study: “He’ll never listen”
      11. Case study: “I simply don’t have the time”
  7. Part II: Mediation in Action
    1. 4 A Map of the Process
      1. The sequence of mediation
      2. The mediation dynamic
      3. Case study: Mediation at first sight
    2. 5 Working with the Parties Separately
      1. Case study: Environmental Projects
      2. Core skill 1: Setting the scene and building rapport
      3. Core skill 2: Reflective listening
      4. Core skill 3: Getting people outside their conflict zone
      5. Core skill 4: Encouraging people to mediate
      6. Core skill 5: Impartiality
    3. 6 A Joint Mediation Session
      1. Stage 3: Assessment and setting up a joint meeting
      2. Core skill 1: Preparing the parties
      3. Core skill 2: Preparing the venue
      4. Stages 4 and 5: Setting the scene, exploring and working on the issues
      5. Core skill 1: Conversation management
      6. Core skill 2: Setting the scene and building rapport
      7. Core skill 3: Structuring the interaction
      8. Core skill 4: Controlling the interaction
      9. Core skill 5: Facilitation
    4. 7 Moving On
      1. Stage 6: Building agreements and relationships; and Stage 7: Closure
      2. Core skill 1: Creating a safe space for exchange of information, feelings, and perceptions
      3. Core skill 2: Keeping it safe, keeping things moving
      4. Core skill 3: Generating and assessing options
      5. Core skill 4: Closing on the issues
      6. Core skill 5: Firming up agreements
      7. Core skill 6: Closing on the interaction and the process
    5. 8 Mediating a High-Conflict Situation
      1. Case study: OZONE
      2. Ripeness for mediation
      3. Core skill 1: Sorting the issues into what can and can’t be taken forward
      4. Core skill 2: Managing anger and aggression
      5. Core skill 3: Advanced facilitation
    6. 9 Using Mediation for Group Disputes
      1. Case study: A team on the point of collapse
      2. Neutral assessment
      3. Building a safe, collaborative environment
      4. Facilitating a collaborative process of resolution
      5. Equality routines
      6. Tips for inter-group disputes
  8. Part III: Day-To-Day Mediation Skills
    1. 10 Maintaining Dialogue under Pressure
      1. Case study: Creating a performance management dialogue using conversation management
      2. Case study: Managing a very difficult customer by defusing aggression and needs-based problem solving
    2. 11 Responding Constructively to the “Isms”
      1. Case study: Tackling the office sexist
      2. Case study: Managing a sudden racist outburst
    3. 12 Investigating Sensitive Issues
      1. Finding out or coming out with findings?
      2. What makes a good investigator?
      3. Case study: Is this bullying?
      4. Interviewing the complainant
      5. A formal investigation
    4. 13 Getting Mediation into Your Organization
      1. Assessing the impact of conflict
      2. When is mediation appropriate?
      3. Building mediation into your organization
      4. Case study: Training staff in mediation skills
      5. Case study: Establishing a colleague support network
      6. Case study: Building a mediation capacity into existing welfare provision
      7. Best practice for in-house mediators
      8. Evaluating mediation
  9. Appendix: Materials for a Workplace Mediation Service
    1. Sample intake form
    2. Sample mediator’s case assessment form
    3. Sample information for parties going through mediation
    4. Mediation party evaluation questionnaire