The Manager-as-Mediator

Speaker: Peggy Wolfe

Noca Concepts, Inc.

• Key concepts• Key Steps of Simple Managerial Mediation:

1: Decide to mediate2: Preliminary meeting3: Plan the context4: Three-way meeting5: Follow-up

• Why mediation works• Video Example

Outline

“In the life cycle of every conflict, there is a point when it’s large enough to be recognized, but small enough to

be resolved.”

In today’s environment:• Trends toward downsizing, teams, quality and multiple

responsibilities increase interdependency, and potential conflict, between employees

• Controlling or coercive management does not work

• Demographic and economic changes require managers to deal with staff and problems themselves

The Core Challenge

ERA IT STAFF FROM TRAINED BYLate 50’s User Area n/a

60’s Engin. Majors User IS

Early 70’s Math Majors Eng. Majors

mid 70’s- 80’s CS Majors Math Majors

Late 80’s Bus. Majors CS Majors

90’s Tech trained Bus Majors

Now everywhere ???

Complicated by the evolution of ISwithin the business

• Conflict between End-Users and IS• Mis-communications• Mis-understandings• Mis-aligned goals• Resentment• Perception of lack of teamwork

Result:

• Costs hard dollars!– Wasted time– Loss of skilled employees– Restructuring– Sabotage/theft/damage– Lowered job motivation– Lost work time– Health costs

• Increases project risk

• Degrades decision quality

The Cost of Conflict in a Project

• Every solo decision-maker requires information from others to make the best decision.

When information providers are in conflict the information supplied is inevitably distorted.

Conflict degrades Quality of Decisions!!

• Decisions can result from a power contest, rather than objective judgment of what is best for the company.

Ways to Handle Conflict

• Informal Discussion

• Negotiation

• Mediation

• Non-binding arbitration

• Binding arbitration

• Litigation

You Control Others Control

Serio

usn

ess

Blips

Clashes

Crises

Don’t bother

ManagerMediation

Use EAP or a professional

mediator

Levels of Conflict

Can be easily learned and employed by:• Managers & Supervisors & Team leaders• Human resources professionals• Employee relations professionals

and by. . . everyone who is responsible for the work of

others

A way to handle• communication problems• personality clashes

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

. . . everyone who is responsible for the work of others

Managerial Mediation

What is Managerial Mediation?

• A communication tool

• Assumes no professional interest in mediation • Not negotiation, not arbitration

– manager does not decide the solution

• A way to help employees work together– performance problem is relational, not individual

• A business meeting about a business problem– not a personal or professional service

• Should be a core management competency

Step 1: Making the decision to use Managerial Mediation

• Not a substitute for discipline• Not a substitute for job training• Not a substitute for EAP services• Only used to address a well defined problem that the

involved parties have the authority to solve

Know the Business Problem, the Business Impact of it,

and the Authority level to solve

Step 2: Preliminary Meetings

To lay the Groundwork

1. To define the business problem to be solved

2. To hear each person’s “side of the story”

3. To explain key information about the process

4. To secure each person’s commitment to attend

Prevent distractions and interruptionsFace-to-face talking about the problem without interruption

long enough to find a solution

Helps ensure that a Solution will occur in the three-way meeting.

Step 3: Plan the Context for the Mediation

BASIC PROCESS

An attitude shift fromme-against-you

tous-against-the-problem

NEGOTIATION vs. MEDIATION

MEDIATIONGOAL

Recognition that there are different sides

Ensuring that both sides win

NEGOTIATIONGOAL

Step 4: Holding the Three-way meeting

The Manager / Mediator’s job:

1. Keep individuals focused on problem to be solved2. Support both individuals – no bias3. Recap, be sure true / complete resolution is

reached.

4. OTHERWISE: BE QUIET.

Why Mediation Works

Breakthrough happens spontaneously if the

parties stay engaged long enough to allow

natural human forces toward harmony to

take effect.

Why Mediation Fails

• Manager Mediator can’t keep quiet

• Parties become disengaged during session

• Parties are allowed to leave before completion

Summary• Mediation is different than Negotiation

• Once learned, simple Management Mediation is a

valuable tool in the Project Manager’s Pocket that

can help:

• Reduce project conflict

• Enhance decision-making

• Reduce project risk

• Minimize hidden costs

• Mediation is a SKILL that can be learned

Noca Concepts, Inc.Nostrum Onus Cogitat ad Astra – Our Work Leads to the Stars

Margaret, R. (Peggy) Wolfe

Noca Concepts, Inc.

551 Roosevelt Rd #144

Glen Ellyn, IL 60137

630-858-5298

Working with

MTI Global, Inc.