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