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The Manager's Guide to Mediating Conflict

The Manager's Guide to Mediating Conflict

By : Alison J Love
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The Manager's Guide to Mediating Conflict

The Manager's Guide to Mediating Conflict

5 (4)
By: Alison J Love
Buy this Book

Overview of this book

Table of Contents (10 chapters)
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The Manager's Guide to Mediating Conflict
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The Manager's Guide to Mediating Conflict
Credits
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Credits
About the Author
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About the Author
About the Reviewers
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About the Reviewers
Preface
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Preface
Lock Free Chapter
1
Conflict in the Workplace
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Conflict in the Workplace
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Redefining conflict
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The rise in workplace disputes
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Good versus bad conflict
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The impact of stress
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How mediation differs from other conflict resolutions
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Deciding to use mediation
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Conflict road map
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Summary
2
Mediator Skill Set
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Mediator Skill Set
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Deep listening skills
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Non-verbal communication
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Establish trust and rapport
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Maintaining a sense of calmness
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Creativity and identifying needs and interests
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Questioning styles and techniques
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Positive reframing
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Maintaining neutrality and independence
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Confidentiality
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Do's and don'ts
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Summary
3
The Mediation Process
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The Mediation Process
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Key principles
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Stages of the mediation process
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Pre-mediation discussions
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The venue and room setup
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Timings and the length of mediation
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Meeting on the day
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Opening statements of the mediator
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Opening statements of the parties
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Joint sessions
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What to do if things get stuck
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Individual sessions
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Reaching an agreement
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Summary
4
Beyond the Mediation
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Beyond the Mediation
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How to sustain an agreement
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Applying your skills day after day
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Resolving a conflict with a colleague
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Helping others resolve a conflict
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Case studies: mediation in action
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Summary
1
Agreement to Mediate
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Agreement to Mediate

Positive reframing

Positive reframing is a fantastic tool. Positive reframing is where the mediator restates a party's statements or points of view in more neutral or positive language but without changing the meaning. Restating helps parties to appreciate that you have listened and understood them, but when restated in more neutral terms, it can encourage them to appreciate how others may view things. It also shifts the focus from the person to the behavior concerned.

Positive reframing may also help to identify the gap that exists between the two opposing viewpoints and identify the issue that needs to be resolved. This can help to focus on what needs to be done to find a solution.

Examples of statements and positive reframing are shown in the following table:

Statements

Positive restatement

He never listens to anything I say.

It is important to you that he understands what you are saying.

She is so stupid, I have told her a million times how to do it.

It is necessary to find a way...

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