
22 Oct 2021
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An introduction to the principles, processes and practical applications of mediation
Why mediation? The concept is alien to many, provoking apprehension, confusion and a lot of misunderstanding. It’s not meditation, it’s not medication… it’s a compassionate approach to conflict resolution. Resolution Consultants Marie Coombes and Harriette Wolff opened our eyes, presenting an interactive introductory session to eager listeners. Conflict in the workplace is an inevitable part of culture – it’s about how we deal with this conflict that makes all the difference to business, collective and individual wellbeing. It was first important to take a look at the causes, costs and challenges of workplace conflict.
The principles
Mediation, by stark contrast, creates a safe, facilitated space and allows for parties to deal with their issues productively and constructively. At The TCM Group, this process has a 93% success rate. It’s an adult-to-adult framework, mindset and set of skills, functioning on an entirely voluntary and confidential basis. The mediator acts as a neutral third-party, opening the floor for an open and honest discussion. They then identify a mutually acceptable outcome, collectively with the parties, enabling a collaborative environment. Judgment, blame and grievance are replaced by compassion, collaboration and communication.The process
The first meeting- Both parties meet with the mediator individually.
- This meeting provides an opportunity for both parties to identify the root cause of the conflict.
- This meeting is also held individually.
- Both parties understand and decide how they want to explain their situation within the joint meeting.
- Both parties are together in a room with the mediator.
- They both have uninterrupted speaking time and are encouraged to listen and understand each other’s perspective.
- This part of the process can completely change the dynamic and is hugely powerful.
- A mutual agreement is made for resolution.
- Parties are invited to reflect on the process and the outcome.
- They decide on future action to be taken if further conflict arises.
- The mediator remains in contact with the parties involved for a year after mediation.
The benefits of mediation

The practicalities
Harriette and Marie scripted eight questions to pose to an organisation looking to transition to mediation.- Does conflict management feature as a strategic priority within our business?
- What is the real cost of conflict to our business and our employees?
- How many grievances do we get each year and how much do they cost us?
- How much do we spend on formal processes: settlement agreements, tribunals, compensation and legal fees?
- What impact does conflict have on our employee engagement/satisfaction levels?
- How much management time is spent dealing with conflicts and disputes?
- Is workplace conflict impacting on our customer experience?
- Do we train our managers and leaders to spot issues and nip them in the bud?
- Develop the business scheme
- Engage your stakeholders
- Embed mediation into relevant policies and practices
- HR, union and management training – triage, facilitated conversations and mediation skills
- Recruit, select and train a multi-disciplinary team of in-house mediators
- Publicise and communicate your exciting new resolution scheme
- Measure, evaluate and report – accountability and ROI