The Manager-as- Mediator Speaker: Peggy Wolfe Noca Concepts, Inc.
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Transcript of The Manager-as- Mediator Speaker: Peggy Wolfe Noca Concepts, Inc.
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.