Mediation For Managers - Resolving Conflict And Rebuilding Relationships At Work

John Crawley & Katherine Graham
Nicholas Brealey £14.99
ISBN 1-885788-315-2

Resolving conflicts that arise between colleagues and subordinates is perhaps one of the most difficult tasks faced by managers - and one for which they often have little training. Taking such a dispute to arbitration invariably leaves one or the other dissatisfied, and does not provide a basis for constructing a satisfactory future working relationship.

Mediation is an alternative approach that seeks to achieve a resolution of differences that will leave both parties involved satisfied and able to work together. Aggrieved individuals are invited to air their problems together with the mediator, ensuring that the meeting is held in a constructive atmosphere which will produce ideas for a good working relationship for the future.

Mediation is, however, a difficult skills - requiring a ranger of personal factors, prior knowledge and experience. This book explains the process of mediation - and those qualities required by the mediator. The mediator's role is that of referee, ensuring that the outcome resolves the issues at the heart of a grievance, for the longer term.

The authors suggest that it is possible to develop and improve mediation skills and they use specific conflict situations to illustrate and demonstrate mediation approaches. These are further supported by case studies.

Helpfully, the book offers guidance on handling issues arising from the politically correct environment in which we live and work. Though many managers find this area tedious and/or frustrating, it is an area that cannot be avoided. Legislation and regulation ensure this. This book shows that it is important to take the adversity out of diversity - when mediation is available, more people choose not to go down the formal route.

Overall, the authors do a good job of demonstrating how mediation empowers managers to become enablers, not judges; catalysts, not fixers; encouragers, not enforcers.