Differences of opinion and divergent personality traits frequently lead to tension, which, unless defused, can soon lead to open conflict that, over time, could threaten individual and organisational performance. Even a relatively minor change aimed at improving performance can sometimes be misinterpreted by those affected and backfire, resulting in disagreement and underperformance, highlighting the need for an effective change management strategy and resolving workplace conflict before it can escalate and cause irreversible harm.
Mediation has emerged as the most effective tool for resolving conflict within families, between work colleagues and in the broader social context. South Africa’s Commission for Conciliation, Mediation and Arbitration (CCMA) is a classic example of the latter.
The key element responsible for the success of these interventions lies in the use of a third-party mediator. The neutral, unbiased approach of an outsider with no preformed opinions or personal attachments helps to encourage open and frank communication from all stakeholders, which is essential to expose the underlying causes of conflict and resolve them before they can escalate.
In the following paragraphs, we will explore the role of the mediator in conflict resolution, outline the steps in the mediation process, and highlight how that process can open a route to constructive dialogue.
Mediation provides the conflicted parties with a voluntary, confidential process in which a neutral mediator will assist them in discussing their issues in a manner that will make it easier for them to find common ground. Unlike arbitration or litigation, mediation does not impose solutions. Instead, its purpose is to guide the conversation to enable both sides to express their opinions, needs, interests and concerns while encouraging and facilitating the collaboration necessary to attain consensus.
Mediation is beneficial when relationships such as business partnerships must be preserved as it promotes constructive rather than adversarial dialogue and standoffs.
The goal of the mediator is resolving workplace conflict by:
The process consists of several steps, beginning with the initial contact and agreement to mediate. Next, the mediator will invite the parties involved to make their opening statements and work with them to identify the underlying issues which must be addressed. Finally, the mediator must facilitate constructive dialogue, manage emotions, and ensure the discussion remains respectful and focused before helping to create the common ground necessary for the stakeholders to craft a practical solution with which everyone agrees.
Too often, management opts for punitive action to resolve internal conflicts. However, not only does this frequently result in unfair dismissal and the attendant risk of costly litigation, but it also leads to the additional expense of hiring and training a suitable replacement. Such extreme measures cannot even guarantee the problem will be resolved. By contrast, appointing an experienced mediator offers the following valuable benefits:
Conflict resolution requires a mediator with an extensive understanding of psychology and human behaviour, qualities for which ORGRO, a company specialising in change management and all aspects of organisational development, is nationally renowned. ORGRO’s expert problem solvers are on hand to resolve your workplace issues and optimise your company’s performance. Contact us today to start the mediation process.
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