I’ve noticed quite a bit of arguing going on in several workplaces recently. Perhaps it’s just ‘business as usual’ and has been the ‘norm’ for quite some time, and I’ve simply become more acutely aware of it now that I’m spending more time wearing my mediator hat.
I’m not just talking about the odd bicker here and there. I mean even to the point of a full-on shouting match in front of customers, passengers, or other patients.
The other day a supermarket supervisor and a team member were in the throes of a serious dispute as I minded my own business and quietly made way down the cereal aisle; that same afternoon I arrived to a physio appointment a few minutes early and as I sat in the waiting room, one of the physios (not mine thankfully) was reading the riot act to the receptionist to the point that she was visibly shaken; and last night while waiting to board a flight, two of the gate staff were having a very heated discussion right there in front of 150 frustrated passengers.
Of course, conflict in any workplace is inevitable, with disagreements arising from differences in opinions, conflicting priorities, or misunderstandings.
While workplace conflicts can create tension and hinder productivity, they also offer an opportunity for growth and collaboration.
As I have been explaining to quite a few people recently, one potentially effective way to navigate such conflicts and transform them into productive conversations is through mediation.
However, it isn’t simply a matter of spruiking the transformative power of mediation. It’s more important to understand the nature of the conflict and as we learn to appreciate more and more every day, these disputes can emerge from various sources, including miscommunication, competition for resources, or differences in work styles.
Left unaddressed, conflicts can fester and contribute to a toxic work environment, negatively impacting employee morale, engagement, and overall company performance.
It’s crucial to identify the root cause of any conflicts and we appreciate that they often go beyond simply a surface-level disagreement and may be rooted in unmet needs or personal differences. As mediators, we can help uncover these underlying issues and address them effectively.
From experience we know that workplace conflicts can have far-reaching consequences, affecting not only the individuals involved, but also the entire team and organisational culture. The negative impact may manifest as decreased productivity, increased absenteeism, or a rise in staff turnover. Recognising these consequences emphasises the importance of timely and effective conflict resolution.
Mediation involves the presence of a neutral third party – the mediator – who facilitates communication and guides the parties toward finding common ground.
Naturally, the mediator doesn’t take sides but ensures a fair and respectful process, by creating a structured environment for open communication allowing the conflicting parties to express their concerns, feelings and perspectives without fear of judgement. This open dialogue is crucial for understanding each other and finding mutually agreeable solutions.
Mediation also encourages empathy by helping the individuals recognise the emotions and perspectives of their colleagues. This understanding is vital for breaking down barriers and fostering a collaborative spirit, ideally turning adversaries into allies.
As mediators, our role is to establish a safe and confidential space where individuals feel comfortable expressing themselves.
This secure environment encourages honesty and vulnerability, enabling parties to address the core issues contributing to the conflict. We practise (and encourage) active listening, ensuring that each party feels heard and understood. We reflect on the key points raised, validating concerns of both sides. This reflective process often leads to a deeper understanding and acknowledgement of each other’s perspectives. We help the parties explore potential solutions, emphasising collaboration and we are skilled in managing power imbalances and ensuring that all voices are heard and considered.
As I think back to what I observed at the supermarket, the physio practice, and the airport, mediation would certainly help prompt a shift from an adversarial mindset to a more collaborative one. Instead of viewing each other as opponents (which was clearly happening in each of the scenarios I shared above), those individuals might begin to see themselves working together to find solutions that benefited everyone, thereby laying the foundation for trust and improved working relationships.
Mediation focuses on creating lasting solutions rather than quick fixes.
In a toxic workplace, conflicts can become cyclical and deeply ingrained. Mediation interrupts this cycle by providing a structured process that encourages reflection, understanding, and transformation. As trust grows, so does the potential for a healthier workplace culture.
When employees witness successful conflict resolution through mediation, they are also more likely to adopt a similar approach in their own interactions, creating a ripple effect throughout the workplace.
Mediation serves as a powerful tool for transforming disagreements into opportunities for growth, collaboration, and improved workplace dynamics. By fostering open communication, building empathy, and guiding the resolution process, mediators can play a pivotal role in turning conflict into more collegial conversations, even in the most challenging work environments.
Our process is designed to empower you to address your challenges by facilitating discussion, exploring the conflict in depth from other perspectives, and seeking to reach a personalised solution that has considered various outcomes and consequences.
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