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Our case studies are examples of work undertaken for clients which illustrate how mediation and other conflict resolution services can be used to achieve positive outcomes for the benefit all concerned. (Some details have been changed to ensure confidentiality.
Many mediation cases involve allegations of bullying, harassment or discrimination. Mediation allows these issues to be aired in a safe environment, enabling individuals to “deal with the elephant in the room”.
Mediation was requested to help two colleagues resolve issues that had arisen between them as a result of a change of management and proposed restructure of the organisation.
Many cases involve "personality clashes" or different people styles. Mediation can enable parties to understand these differences and find more effective ways of working together.
Concerns which may constitute potentially discriminatory conduct can be very successfully resolved via mediation. Mediation provides the perfect opportunity to air such concerns in and open and honest way that is not possible in formal processes.
Unconscious bias exists; what is important is that we are aware of it and our own inner prejudices. Mediation provides a perfect forum within which parties can speak openly and confidentially and address any prejudices and / or assumptions.
Mediation can also be used very effectively where there is a team or group conflict. One recent case involved a well established and highly experienced team who were having difficulty with their current manager. These difficulties had been ongoing for some considerable time and were beginning to significantly impact on team performance and well-being.
It is not uncommon for conflict to arise between different teams. This can have considerable impact on both individuals and performance. A number of approaches can be used in this sort of scenario, including neutral assessment, team facilitation and group mediation.
This situation concerned a team where there had been a number of complaints raised historically; there was discontent amongst the team causing fractured relationships and a lack of engagement. A recent survey had demonstrated a low engagement score and concerns regarding bullying and harassment.
We were commissioned to help understand and identify the underlying reasons for low engagement scores, divisions within the team and some difficult relationships at senior level.
In November 2018 a Neutral Assessment process that we undertook was recognised as a gold award winner in the CIPD Wales Employee Engagement award
Conflict coaching can be used in conjunction with mediation or as a stand alone support where mediation is not possible, for example where agreement to mediate is not achieved. It can be a very powerful tool to assist individuals to understand a conflict, how both parties may have contributed and what action they want to take to resolve it.
This case involved post conflict support. The employee concerned had been struggling to manage a conflict situation that had arisen within his team. He did not feel that he was getting support from his manager, felt that he was the "fall guy" for delays in a particular project and relationships were breaking down. The employee had been moved to a different team with a new line manager who was more supportive and was working on different projects. However there was still an adverse impact on the employees health, well-being and confidence.
Agreement could not be reached to enter into mediation in this situation and therefore coaching was an alternative support provided to one of the parties. The relationship between a majority shareholder and a shareholder/director was causing conflict. The relationship would be ok at times but disagreements would flare up from time to time and this was beginning to impact on the business.
Team facilitation can be a very useful means to air group concerns, strengthen relationships and improve understanding of differences. It can be used to enable groups to move on from damaging conflicts or as a means to avoid rumbling concerns from escalating.
It can be very difficult to facilitate a return to work following bruising and difficult formal processes which have damaged relationships within a team. This case dealt with the "fall out" from a grievance and subsequent disciplinary process relating to allegations of bullying.
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From my perspective the whole process has gone very smoothly, from my initial call with Alison through to Sarah your office manager completing our new supplier paperwork and of course John for being proactive in contacting me. Both [redacted] and [redacted] have also asked me to pass on their thanks to you, [redacted] also mentioned he was very impressed with the service that has been provided.
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It is not uncommon for conflict to arise between different teams. This can have considerable impact on both individuals and performance. A number of approaches can be used in this sort of scenario, including neutral assessment, team facilitation and group mediation.
Agreement could not be reached to enter into mediation in this situation and therefore coaching was an alternative support provided to one of the parties. The relationship between a majority shareholder and a shareholder/director was causing conflict. The relationship would be ok at times but disagreements would flare up from time to time and this was beginning to impact on the business.