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