O'Reilly logo

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

The Manager's Guide to Mediating Conflict

Book Description

Learn how to confidently mediate conflicts in the workplace

  • Develop your leadership skills by dealing with conflict effectively and constructively

  • Utilize mediation as a procedure for managing conflict and getting positive results

  • Cultivate the skills and emotional intelligence needed to resolve conflict situations

  • In Detail

    Experienced mediator, trainer, and business mentor Alison Love brings her insight into the nuances and subtleties of workplace conflict, to help you develop the vital communication skills that lie at the heart of good leadership. Emotional intelligence often passes unspoken in discussions about management but here Alison places it at the forefront, as a key component of management.

    Built around the process of mediation, Alison shows you precisely how mediation works, while also offering you invaluable information that will be integral for any manager interested in creating a team and a workplace committed and dedicated to a shared goal. From understanding the causes of conflict in the modern workplace to sustaining the results of a successful mediation, Alison aims to give you both the knowledge and the skills to be successful at this integral component of management.

    Conflict is an inevitable part of the workplace. Often it can be constructive, but it is more frequently, destructive and damaging. When it is not managed effectively it can cripple morale and productivity and lead even to stress and ill health. One of the most effective forms of conflict management is mediation, which provides a formal structure through which conflicting parties can articulate their perspectives, with the aim of reaching a resolution through this formalised discussion. Beginning with the causes of conflict in the modern workplace, this book then takes you through the entire mediation process, providing you with clear, practical steps on how to plan and conduct a mediation to how to sustain the results once the process has been completed. With tools and templates that make what may seem like a difficult process manageable, the book is an essential tool for manager’s concerned about how to deal with conflict at work.

    About the Author

    Alison Love has over 30 years of practical experience as an HR practitioner, employment lawyer, and a business leader. Prior to qualifying as a solicitor, she spent 8 years as an HR practitioner in the public, retail, and consumer finance sectors. This, combined with her skills and experience as a workplace mediator, has given Alison a unique understanding of the dynamics of workplace issues and an ability to successfully facilitate parties in identifying solutions. Having witnessed the limitations of the legal process and the benefits and power of mediation, Alison has firsthand experience of demonstrating that workplace mediation provides a better way to resolve conflict in the workplace in the vast majority of cases. Alison is passionate about sharing her knowledge and making mediation the first choice in resolving workplace disputes.

    Table of Contents

    1. The Manager's Guide to Mediating Conflict
      1. The Manager's Guide to Mediating Conflict
      2. Credits
      3. About the Author
      4. About the Reviewers
      5. Preface
        1. What this book covers
        2. Who this book is for
        3. Conventions
        4. Reader feedback
        5. Piracy
      6. 1. Conflict in the Workplace
        1. Redefining conflict
        2. The rise in workplace disputes
        3. Good versus bad conflict
        4. The impact of stress
        5. How mediation differs from other conflict resolutions
        6. Deciding to use mediation
        7. Conflict road map
        8. Summary
      7. 2. Mediator Skill Set
        1. Deep listening skills
          1. Prepare yourself
          2. Listen for the emotion
          3. Be empathetic
          4. Check your understanding and demonstrate you are listening
            1. A word about note-taking
        2. Non-verbal communication
          1. Practice makes perfect – an exercise in listening skills
          2. Listening checklist
        3. Establish trust and rapport
          1. What is rapport?
            1. Mirror the other person
            2. Show that you are listening
            3. Pay attention to your appearance and first impressions
            4. Be confident and yourself
            5. Try an occasional bit of disarming honesty and humor
        4. Maintaining a sense of calmness
        5. Creativity and identifying needs and interests
        6. Questioning styles and techniques
          1. Opening questions
          2. Questions to get information/understanding
          3. Questions to get at what is underneath/really important
          4. Questions to explore alternatives/solutions
          5. Questions to test agreement
        7. Positive reframing
        8. Maintaining neutrality and independence
        9. Confidentiality
        10. Do's and don'ts
        11. Summary
      8. 3. The Mediation Process
        1. Key principles
        2. Stages of the mediation process
        3. Pre-mediation discussions
        4. The venue and room setup
        5. Timings and the length of mediation
        6. Meeting on the day
        7. Opening statements of the mediator
        8. Opening statements of the parties
        9. Joint sessions
        10. What to do if things get stuck
        11. Individual sessions
        12. Reaching an agreement
          1. Drafting an agreement
          2. Involve the parties fully
          3. Apologies
          4. To share or not to share
          5. Reviewing agreements
        13. Summary
      9. 4. Beyond the Mediation
        1. How to sustain an agreement
        2. Applying your skills day after day
        3. Resolving a conflict with a colleague
        4. Helping others resolve a conflict
        5. Case studies: mediation in action
          1. Return from sick leave
          2. Return following grievance
          3. Personality conflicts
          4. Bullying and harassment
        6. Summary
      10. A. Agreement to Mediate