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1、Workplace and EmploymentInter Collegial Dispute : Case History Dispute DurationThe conflict had been ongoing for two years.Mediation Length6 hours on one day.Client CommentsDo you feel the Pre-Mediation meeting(s) contributed to the overall result?“Yes, excellent. This was a whole new experience for
2、 me and the pre meeting was reassuring in helping me set the context of how to progress. It is a vital part of the process.”What would you estimate were your savings in management terms?“It would have taken me days of negotiations etc with other senior colleagues if we had to go for more radical sol
3、utions.”What would you say was the main benefit to you of using the mediation process?To provide me with the opportunity to talk thought issues in a supported manner. I never felt alone in the process and took great strength from that.”Are you likely to use Mediation again and if so would you approa
4、ch the process any differently?“Yes it is a service I would use again and recommend to others. I felt it worked really well and dont think I would change anything” Brief detailsParties B and C are senior managers who manage teams and each is responsible to Party A. Party C manages staff who provide
5、a service in customer support while Party B manages staff who provide administrative services to Party C and her team. Party C had complained abut the service provided by Party B, who had made adjustments to the way that the service was delivered to Party C to satisfy her and her team. Party C conti
6、nued to be dissatisfied and in December 07 there was a total breakdown in relations between Party B and C to the extent that they would not speak to each other.Particular features Pre-mediation meetings : were held with all three to answer questions abut mediation and to hear their “story”. The Boss
7、: The department manager had on occasions sought to bring about reconciliation between Party B & C but was now at a loss about what to do. He regarded both B & C as managers who did good work for the organisation but their breakdown in relations was hampering the performance and reputation of the de
8、partment. Party B : she also felt that nothing she or her staff tried to do would satisfy Party C who made her dissatisfaction plain to Bs staff in ways that they found intimidating. Party B found that she was having to deal with complaints from her staff about C and when she had taken one particula
9、r complaint up it had resulted in an irretrievable breakdown in relations Party C : She and her team had been moved into Party As department a year ago and felt that neither A nor B appreciated the nature of the new demands placed her team. MediationThe mediation started with an opening statement by
10、 all three parties. Party A set out his regard for his two managers and his concern for the present impasse in their relations and his wish to resolve this. Party B and Party C each then gave statements in turn explaining their respective viewpoints mostly in plain and respectful terms. The meeting
11、then moved to a second stage in which the Parties B & C in particular debated their respective positions while the mediators aim at this stage was to gain an understanding of the underlying issues in the dispute. Later, Party B & C became quite emotional about their views of each other, which was us
12、eful as it demonstrated their underlying sadness at the breakdown in friendship and working relationship. As they worked through this, they started to realise that things had to change and then started seriously looking for a way forward, arriving at an agreement to which all three parties contribut
13、ed.OutcomesParty A agreed to brief staff in the two managers teams that accepting mistakes is ok and there should be no blame culture. Parties B & C agreed that they needed to demonstrate an improvement in their relations in order to signify a change in the culture and stop the back-biting within th
14、e department. Parties A, B & C agreed that there would be no quick fix to bringing about trust after the break down in relations between B & C but that this should be worked on by the three of them taking on a joint piece of work and demonstrating leadership to all their staff about the change in re
15、lations. Learning points Pre-mediation meetings can be extremely effective in reducing the emotional stress of the conflict by allowing them to have their story heard by an independent person who can then help them to focus on the future. Even when a dispute has been going on for years and there is suspicion on all sides, frank, facilitated discussions can still lead to positive outcomes.NoteMediations are always confidential unless the parties agree otherwise, so while many details have been changed, the Clients comments are verbatim and the outcomes factual.
