Redefining Resolution: Lancaster (London) Hotel Harriett Woolfe
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Case study from the Lancaster (London) Hotel about how they embedded mediation within their grievance and disciplinary procedures.
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Redefining Resolution: Lancaster (London) Hotel Harriett Woolfe
- 1. Lancaster London Mediation and Resolution
- 2. What I’ll be covering... • Our Company culture and why this is important for buy in • Power Balance • Facts and Figures & when would Mediation work? • Why it was right for us • Revamping your policies • Where are we now?
- 4. 49 38 15 0 10 20 30 40 50 60 2013 2014 2015 Disciplinary figures before Mediation
- 5. 31 17 15 18 21 22 0 5 10 15 20 25 30 35 2013 2014 2015 Disciplinary Mediation Disciplinary v Mediation
- 6. 14% 45% 32% 9% Mediation Topics Minor misconducts Breakdown in Communication Verbal Arguments Disrespectful Behaviour
- 7. Where are we now? • ‘Rising Star in Mediation’ at the PMA National Mediation Awards 2015 • On the Sunday Times Top 100 Companies to work for! •Journey to become a Five Star Hotel in 2017/18 and Mediation is just one of the ways we engage our employees • Mediation is integrated into Strategy Team Goals – vital for buy in! • Our policies reflect our Company Culture • We don’t alienate our employees, we embrace their struggles, difficulties and challenges • Human Employer that truly cares
Editor's Notes
- Introduce myself and role – where I’ve come from in the Company
- Mediation has let us become a more human employer instead of alienating our employees where they saw only one outcome which was disciplinary
- Who we are as a Company Mediation ties in with our values and company culture We really care about our employees and that they have the chance to be listened to, understood and have ‘the floor’ to speak when they need it the most Company hierarchy and culture is vital for it to work and having Mediation champions who really believe in the process – you can’t have a culture that has a top down approach with management but over on the other side want to use Mediation where both parties need to be equal and respect each other in the meetings
- Employees only saw one outcome and that was instant investigation or disciplinary, but this didn’t match with our culture and values of ‘we always care’ Wanted to highlight this through everyday life in the Company
- Before we used Mediation, our hands where tied by strict employment law, our invites and outcome letters where very cold with no human touch or background to them – if we had introduced Mediation earlier then these are the cases that could have gone through based on the subject matter. Not saying all of them would have been successful/reached an agreement, but they would have had the chance Quote from P.E employee – been waiting for years to have this opportunity and feels it could have helped him put past mistakes right and move on from issues earlier with the team
- Disrespectful
- Mediation has let us become a more human employer instead of alienating our employees where they saw only one outcome which was disciplinary