Mediation is powerful (I prefer to call it facilitating conversations as it doesn't have all the legal implications). I recently facilitated a conversation with employees that had long term, ongoing conflict. It was amazing to see how the individuals worked through the conflicts and were able to resolve some longstanding issues. Today I am going to provide a short course on how to mediate or facilitate conflict.
It begins with individual interviews to set the tone. In addition to establishing operating principles, there is a discussion of power plays and walk-aways (MTI). Each individual is interviewed to determine her/his perspective, commitment to resolving the issues and potential solutions for doing that. Most often in long term conflict, the issues are multi-faceted. It is imperative the parties understand the facilitator role is not to resolve their issues, but rather to keep the conversation going until they do.
With the interviews complete it is time to bring both parties together. An initial three hour session with more time alloted as needed seems to work well. The following process developed by Judy Mares of Mares-Dixon Associates provides the necessary structure for the conversation:
- Share views and concerns
- Summarize views and concerns (facilitator does this)
- Develop an agenda of issues
- Explore issues in depth
- Generate options for resolving issues
- Evaluate options
- Reach Agreement
- Follow Up
The final step to ensure success is follow up. Select a time in the very near future to meet with the parties and review the "Memorandum of Understanding". This is critical to ongoing success.
It takes planning, preparation and practice to facilitate those conflict conversations. However, with the appropriate process and belief it will work the results are astounding!
How do you mediate/facilitate conflict in your organization?
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