The ManagerasMediator

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The Manager-as-Mediator
Speaker Peggy Wolfe Noca Concepts, Inc.
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Outline

• Key concepts
• Key Steps of Simple Managerial Mediation
• 1 Decide to mediate
• 2 Preliminary meeting
• 3 Plan the context
• 4 Three-way meeting
• 5 Follow-up
• Why mediation works
• Video Example

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In the life cycle of every conflict, there is a
point when its large enough to be recognized,
but small enough to be resolved.
The Core Challenge

• In todays 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

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Complicated by the evolution of ISwithin the
business

• ERA IT STAFF FROM TRAINED BYLate 50s User
  Area n/a60s Engin. Majors User ISEarly
  70s Math Majors Eng. Majorsmid 70s- 80s CS
  Majors Math MajorsLate 80s Bus. Majors CS
  Majors
• 90s Tech trained Bus Majors
• Now everywhere ???

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Result

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

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The Cost of Conflict in a Project

• 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

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Conflict degrades Quality of Decisions!!

• 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.

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

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Ways to Handle Conflict
You Control
Others Control

• Non-binding arbitration
• Binding arbitration
• Litigation

• Informal Discussion
• Negotiation
• Mediation

Seriousness
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Levels of Conflict
Use EAP or a professional mediator
ManagerMediation
Dont bother
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Managerial Mediation

• A way to handle
• communication problems
• personality clashes

• 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
. . . 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
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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

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Step 1 Making the decision to use Managerial
Mediation
Know the Business Problem, the Business Impact
of it, and the Authority level to solve

• 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

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Step 2 Preliminary Meetings
To lay the Groundwork

• To define the business problem to be solved
• To hear each persons side of the story
• To explain key information about the process
• To secure each persons commitment to attend

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Step 3 Plan the Context for the Mediation
Prevent distractions and interruptions
BASIC PROCESS
Helps ensure that a Solution will occur in the
three-way meeting.
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NEGOTIATION vs. MEDIATION
NEGOTIATIONGOAL
MEDIATIONGOAL
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Step 4 Holding the Three-way meeting
The Manager / Mediators job

• Keep individuals focused on problem to be solved
• Support both individuals no bias
• Recap, be sure true / complete resolution is
  reached.
• OTHERWISE BE QUIET.

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Why Mediation Works
Breakthrough happens spontaneously if the parties
stay engaged long enough to allow natural human
forces toward harmony to take effect.
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Why Mediation Fails

• Manager Mediator cant keep quiet
• Parties become disengaged during session
• Parties are allowed to leave before completion

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Summary

• Mediation is different than Negotiation
• Once learned, simple Management Mediation is a
  valuable tool in the Project Managers Pocket
  that can help
• Reduce project conflict
• Enhance decision-making
• Reduce project risk
• Minimize hidden costs
• Mediation is a SKILL that can be learned

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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.