Making In-House Mediation Work for You


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Making In-House Mediation Work for You

  1. 1. Welcome to the Making In-House Mediation Work for You Webinar Facilitated by Sam Musannif People Resolutions
  2. 2. Objectives <ul><li>Understand the benefits and practicalities of In-House Mediation through: </li></ul><ul><ul><li>Appreciating the costs of workplace conflict in the UK </li></ul></ul><ul><ul><li>Understanding Mediation and its Uses </li></ul></ul><ul><ul><li>How to approach your Mediation Strategy </li></ul></ul><ul><ul><li>How to Introduce an In-House Mediation Scheme </li></ul></ul><ul><ul><li>Choosing your Mediation Team </li></ul></ul>
  3. 3. So, just how big is the conflict problem? <ul><li>‘ Poorly managed conflicts cost British employers £24 billion p.a.’ (OPP and CIPD). </li></ul><ul><li>Cost of Tribunal, typically £16-20,000. </li></ul><ul><li>The cost is seldom in your budget. It is demonstrable, measurable and reducible. </li></ul><ul><li>Losses are largely about - Productivity - Decisions - Turn over and Retention </li></ul><ul><li>So, how can In-House Mediation help? </li></ul>
  4. 4. In-House Mediation Linda Hoskinson
  5. 5. The Possible Goals <ul><li>In-house mediation is usually considered when the organisation wants to: </li></ul><ul><ul><li>Address potential conflict situations earlier </li></ul></ul><ul><ul><li>Take note of the trend towards mediation at work, its benefits and the encouragement from government </li></ul></ul><ul><ul><li>Have internal mediators trained, perhaps for the more routine situations </li></ul></ul><ul><ul><li>Change the culture. </li></ul></ul>
  6. 6. The Problem <ul><li>Each organisation will have a different range of typical issues: </li></ul><ul><ul><li>Conflict may be about individual behaviours </li></ul></ul><ul><ul><li>Conflict may be about tasks </li></ul></ul><ul><ul><li>Conflict may be about interpersonal interaction and teams </li></ul></ul><ul><li>One response might not suit all </li></ul><ul><li>In-house mediation might be one solution. It may need to be supported by other activity. </li></ul>
  7. 7. The Solution <ul><li>Hence, before introducing an in-house mediation service, you might want to check: </li></ul><ul><ul><li>Why you are introducing such a service – many fail </li></ul></ul><ul><ul><li>Should you conduct a conflict audit first? Who should you involve? </li></ul></ul><ul><ul><li>Should you increase the conflict/collaboration literacy in your organisation – the impact of learning & development </li></ul></ul><ul><ul><li>That you have weighed internal and external supply of mediation (or both) </li></ul></ul><ul><ul><li>Which actions are the most urgent or the most important? </li></ul></ul><ul><ul><li>That you have a strategy, an agreed budget and evaluation criteria. </li></ul></ul>
  8. 8. Getting it Right <ul><li>Avoid following the herd </li></ul><ul><li>Consult widely. Consider conducting an audit, small or more comprehensively, to obtain facts to inform your strategy and budget </li></ul><ul><li>Check an in-house mediation service is for you </li></ul><ul><li>Make your case for budget, outline the activity planned, set standards and evaluation criteria </li></ul><ul><li>Manage your strategy. Check in-house mediation will be understood, delivered to standards, successful and supported </li></ul><ul><li>Deliver your strategy in priority order. In-house mediation might not be first step </li></ul><ul><li>Communicate, update, evaluate. </li></ul>
  9. 9. Introducing Mediation Jenny Whitesmith
  10. 10. Key Steps <ul><li>Consult with key stakeholders – management and unions/staff representatives (if appropriate) </li></ul><ul><li>Make your business case and obtain budget approval </li></ul><ul><li>Outline project plan and timelines </li></ul><ul><ul><li>Do you need an external and expert supplier to work with? </li></ul></ul><ul><ul><li>If so, how do you find the best one to work with to meet your organisation's needs? </li></ul></ul>
  11. 11. The Project Plan <ul><li>Key questions: </li></ul><ul><ul><li>How will you recruit volunteers for the mediator role? </li></ul></ul><ul><ul><li>How will you train them? </li></ul></ul><ul><ul><li>Do your policies need to be rewritten to include mediation as an option? </li></ul></ul><ul><ul><li>How will you publicise the service internally and set realistic expectations? </li></ul></ul><ul><ul><li>How will you ensure that managers understand the benefits of mediation and be reassured that they will not be undermined by the process </li></ul></ul><ul><ul><li>In what order must you carry out the above in line with your organisation's culture and process? </li></ul></ul>
  12. 12. Choosing Your Team Jenny Whitesmith
  13. 13. The Process <ul><ul><li>Consider advertising roles internally across all grades/departments </li></ul></ul><ul><ul><li>Determine role and person specs </li></ul></ul><ul><ul><li>Be clear about your expectations and your, and their, obligations </li></ul></ul><ul><ul><li>Invite volunteers to apply but select carefully </li></ul></ul><ul><ul><li>Interview carefully against the competencies </li></ul></ul><ul><ul><li>Aptitude tests and personality questionnaires may be helpful – also Assessment Centres </li></ul></ul>
  14. 14. Key Skills/Competencies <ul><li>Minimum key skills/competencies: </li></ul><ul><ul><li>active listening </li></ul></ul><ul><ul><li>effective communication </li></ul></ul><ul><ul><li>questioning </li></ul></ul><ul><ul><li>reframing </li></ul></ul><ul><ul><li>building relationships/trust </li></ul></ul><ul><ul><li>empathy </li></ul></ul><ul><ul><li>non-judgemental </li></ul></ul><ul><ul><li>reasoning </li></ul></ul><ul><ul><li>creative problem-solving </li></ul></ul><ul><ul><li>impartiality </li></ul></ul><ul><ul><li>confidentiality </li></ul></ul><ul><ul><li>negotiating </li></ul></ul><ul><ul><li>handling strong emotions </li></ul></ul>
  15. 15. Review and Evaluation <ul><ul><li>Decide upfront how you will review the performance of the service: </li></ul></ul><ul><ul><ul><li>success rate of mediations? </li></ul></ul></ul><ul><ul><ul><li>Reduction in number of grievances raised? </li></ul></ul></ul><ul><ul><ul><li>Feedback from the parties to mediations? </li></ul></ul></ul><ul><ul><li>What support will you provide for the internal mediation team? </li></ul></ul><ul><ul><ul><li>Networking events where they can share what works well and different approaches </li></ul></ul></ul><ul><ul><ul><li>Coaching/Mentoring by an experienced mediator in the early stages after training, or whenever appropriate </li></ul></ul></ul>
  16. 16. Marketing Webinars/seminars <ul><li>Seminars </li></ul><ul><li>15 th  July – The HR Professionals Guide to Mediation </li></ul><ul><li>5 th October: Business in HR </li></ul><ul><li>18 th  November: Conflict Resolutions (North) </li></ul><ul><li>Webinars </li></ul><ul><li>28 th  September: Absence Management </li></ul><ul><li>2 nd  December: Engagement </li></ul><ul><li>Further information and booking is available at </li></ul>
  17. 17. To further benefit our attendees we are holding a post webinar discussion. This will enable anyone to leave questions or start discussions about what you have heard during the webinar and our panel of experts will be on hand to reply to your comments. The rest of the People Resolutions are already logged on, awaiting your questions! To enter the discussions room please click on the following link: Log in using your details that you registered with for the webinar Then go to the ‘Discuss’ section and enter the ‘Post Events Discussion’ section to join in
  18. 18. Thanks very much for your time From the team at People Resolutions and Hub Cap Digital