Showing posts with label Collaboration. Show all posts
Showing posts with label Collaboration. Show all posts

Sunday, August 24, 2014

Modernizing your practice: mediating on a cloud, get found online and get more clients

Modernizing your practice: mediating on a cloud, get found online and get more clients

Mediate2go: Modernizing your practice: mediating on a cloud, get found online and get more clients
“We look at the present through a rear-view mirror. We march backwards into the future” – McLuhan, The medium is the Message: An Inventory of Effects
Things are constantly changing in the world; this includes the world of conflict and conflict resolution. Young mediators have started to enter the field, some studying dispute resolution at undergraduate and graduate levels, some coming from backgrounds in social work, psychology, applied human sciences, communication and nursing (see How to Become a Mediator in 11 Steps). Some have interdisciplinary backgrounds, bridging mediation training with other fields, such as law. Many new mediators might not opt for a law degree, and may simply get some training in relevant areas of law through continuing education. 

The clients in mediation are also changing. GenX and GenY mediation clients have been raised with technology, and now use this in how they create and solve problems, how they interact with one another, how they act as consumers in the world and what they expect from professionals (such as mediators). (please see the UN Report). This is also the case for GenZ clients, who might be members of peer mediation processes or sit with parents within family mediation processes.
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Mediators from this generation are also different. GenX and GenY mediators are re-defining what is considered best practice in dispute resolution. They use technology to build and maintain their practice, to connect and retain clients, and ensure credibility through offering customer relationship excellence with cloud-basedcase management. They adapt their processes to meet client needs and expectations. There is no longer a monopoly on mediation practice, and now, lawyers do not have the only right to act as third party neutrals.

Mediators from GenX and GenY have a new way of working. No longer do they walk into the mediation room with a bulky briefcase of documents and promote themselves through the newspaper - they walk into the mediation room with their tablet or iPad, and promote themselves successfully through social media. See our blog on how to use our cloud based case manager.

Some mediators and their clients no longer use email (let alone the phone), some only communicate on FaceTime, Skype, Twitter and Facebook, etc. These mediators have already adapted to the marketplace and know that their current and future client base is already in the cloud. These cloud mediators know that consumers will not just pay high prices for mediation because someone has a law degree. They would rather opt for an affordable mediator with a great reputation and credibility - which isn’t based on the letters at the end of your name.

Mediate2go: Modernizing your practice: mediating on a cloud, get found online and get more clients

Key Mediation (practitioner and client) trends per Generation:
(See UN Report for key generational differences and similarities)

GenZ: 2000 to present

GenZ, which according to some is the “conflict generation” due to having been raised during various world conflicts, is also known as the generation of digital natives. They have been raised with technology, and know not a world without it (see Wiki). 

1.    Diversity is normal: This generation was raised in an extremely diverse environment. These generations expect others to respect diversity in all areas of service, even if they do not themselves do not belong to a particular group. This respect and comfort with diversity is likely to spread to technology.

GenY: Born between 1981-2000

Often portrayed as egocentric, GenY’ers were validated and empowered when they were raised, and expect safety and security. This generation is characterized as being natural at “networking, multiprocessing and [being] global-minded” (UN Report).
1.    Instant Service: GenY members want things right now, so online dispute resolution offers a quick solution. If you’re not there as a service provider when they want it, they will move on. If you are asked as a mediator to provide a document, they want it right away. They want their copy of the settlement agreement immediately, etc. Luckily, this is possible with Mediate2go.com.
2.    Online Platforms: They are reliant on the internet, using everything from “Webinars, Instant Messaging, Blogs, Podcasts, Avatars, Youtube”, Instagram, Pinterest, Flickr, etc. These are the new normal in terms of reaching out and maintaining client relationships. Mediators must use these mediums. Some conflicts are created through these services, so an understanding of them through experience is a new form of credibility that will be expected.
3.    Online Learning: Learning can come in any format, including blogs, etc.
4.    Client Focused: Client and mediator focus orientation is Email, Instant messaging and Text, so clients expect this mode of communication.
5.    Expect comfort and Respect for Personal Life: Mediation from home is a great option for clients to feel comfortable. They expect personal life to be respected, so prefer to attend less formal meetings
6.    Relationship Focus: Mediation clients are motivated by relationships, sometimes of which are all social media based, which means that mediators should be skilled at making and maintaining online relationships. See our blog on the definition of trust and building trust.
7.    Empowerment: GenY clients especially are looking for empowerment, so self-mediation and learning about conflict resolution is what they want. They want to be empowered to resolve their own conflicts.
8.    Always Online: Mediators and clients use web and networks 24/7, so they expect quick replies and access to information at any time.
9.    Collaborative: This generation having blogged and played multi-player video games is all about collaboration. They expect this in receiving services, and collaborating with other mediators.

GenX – Born between 1965-1980
GenX’ers developed behaviours “of independence, resilience and adaptability” (UN Report)  This generation is more open to technology and some have embraced its benefits. Here are some key characteristics:
1.    Technology Motivates: Primarily on email and mobile 24/7 but new technology can be extremely motivating for them, so mediators should, at a minimum, be comfortable with email, and better, use secure messaging to protect a client’s privacy. 
2.    Web-based Training: Comfortable with web-based training, so they can already be reached in this way
3.    Design Savvy: Already sensitive to design and graphics, so a nice web interface is key. They are more likely to understand that clients also expect a nice interface, so they know that they must have a great web presence, similar to the design of Mediate2go.

BabyBoomer – Born between 1946-1964

Boomers “live to work”, and have a strict worth ethic, expecting others to have the same (UN Report).  This generation was also raised when the nuclear family was the norm, so new types of families and ways of living were not so common. As a result, they may be somewhat uncomfortable with client requests coming in at all hours of the day, and new arrangements of living together. Overall, here are some trends for this generation.
1.    Phone focused: Stuck on telephone for some, but many are embracing technology
2.    Not Raised on Tech: Assume that others see technology the way that they do, that it’s hard to navigate - they underestimate how technology is natural to some other generations, possibly being resistant to technology.
3.    Exploring the Online: Already using email and google, but still behind on Instant Messaging (IM)
4.    Web-based Training: Want multi-media learning and well-organized knowledge dissemination

Traditionalist – Born between 1925-1945
Known also as the Veteran Generation, Traditionalists are “hardworking, financially conservative, and cautious” (UN Report). As a result, they often look at client relations whereby:
1.    Face-to-face is best: stuck with face to face contact only, and are less likely to use E-mail/IM/Text due to their discomfort with change. Although many are now open to new technology.

Use the Mediate2go online ADR directory! It's the most affordable, yet most powerful tool for mediators and anyone with conflict!  Get a free trial, create a profile and get more clients! 

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Tuesday, August 12, 2014

Conflict is good for business. Conflict resolution and innovation go hand-in-hand.


Conflict is a good for business. Conflict can be transformed to help you meet business objectives.
Mediate2go.com: Conflict is good for business - Innovation and Change
Studies reveal that conflict has major impacts on organizations, employees and managers. (CPP Global Human Capital Report) Here are some examples, which also explain why individuals and organizations generally view conflict as a bad thing, something that should be avoided.

Costs to Organizations:
  • Employees spend an average of 2-3 hours per week dealing with conflict
  • Conflict leads to High Turnover and Lower Recruitment,
  • Project Failure,
  • Cross-Departmental Problems and
  • Tarnished Public Image
Costs to Individuals:
  • Stress,
  • De-motivation,
  • Anger and Frustration,
  • Nervousness,
  • Sleeplessness,
  • Sickness,
  • Damaged Reputation,
  • Leading to Absence,
  • Termination and
  • Resignation.

Sadly, most organizations avoid conflict in the hope that it will go away on its own, or employees will deal with it themselves. This is likely to worsen the situation and lead to conflict escalation. Furthermore, it denies the possibility that conflict can be used to improve organizational output. 

Conflict, if managed effectively, can actually improve a business or organization. Here are some results: (See CPP Global Human Capital Report)

Mediate2go.com: Conflict is good for business - Innovation and Change
  1. Better understanding of others (41%)
  2. Improved working relationships (33%)
  3. Better solutions to problems and challenges (29%)
  4. Higher performance in the team (21%)
  5. Increased Motivation (18%)
  6. Major Innovation (9%)

As we can see, managing conflict can actually improve your working context and company overall. It might even give you an edge over the competition. Considering that teams can better understand one another, they will be more likely to communicate effectively during meetings, and therefore more capable to exchange information. Relationships are improved, so individuals will more freely share their innovative ideas and express themselves, all of which is data that is vital to effectively meeting organizational goals. 

Through improved communication, problems and challenges can be more easily managed, some of which might lead to expensive results if not handled otherwise. Teams perform more effectively, and teams are motivated, so leadership can delegate more work to the team and focus on other more strategic tasks. Major innovation also results through effective conflict management, which makes sense given that employees and managers feel a sense of loyalty to an organization that helps them effectively manage their conflict.



Saturday, August 2, 2014

Water Cooler Talk: Gossip in the workplace

Water Cooler Talk: How healthy is gossip in the workplace? Can gossip actually improve the workplace?

Mediate2go.com: Water Cooler Talk: Gossip

You are at work, you walk into the lunchroom, and suddenly everyone goes silent. Maybe you are talking about someone, and you accidentally catch yourself looking or staring at him or her. These are signs that you have either been gossiped about, or that you are gossiping.

Researchers have found that almost everyone gossips. In fact, about 66% of all communication is about us, thus qualifying as gossip[1]. Whether it’s about politics, work, philosophy, emotions, feelings about other people, sex, social status or money, everyone gossips in some way. 10% of gossip is misleading and false information, while around 90% is used as a means of finding the truth[2]. Gossip might be bad, but more it’s more likely to be neutral or even good. Gossip can help us feel a sense of belonging within the team, so in many ways, it might help us adapt within a new workplace (to a degree, read below).

So, what makes gossip good or bad in terms of its impact on us? Well, if you gossip about good things, you are more likely “to be well liked, have higher status, and [to be seen] as possessing good information that others don’t have”[3]. This is a great motivator to gossip about good things. Here is a list of other types of good or neutral gossip.

Good or Neutral Gossip:
  • Is based on empathy. Is focused on good intentions towards others
  • Improves learning opportunities: Help us learn from other’s mistakes and identify bad behaviour
  • Identifies new relationships: Help us identify with whom we want to establish and build relationships[4]
  • Disseminates important information[5]
  • Instructs and motivates good behaviour. For example, gossip can teach us appropriate social behaviour, effectively cuing our interactions with others, and even motivating us to behave in particular ways in order to avoid negative reactions[6].
  • Builds relationships and a sense of community[7]
On the other hand, negative gossip has the following characteristics:
  • Attacks, hurts and/or damages another’s reputation: also known as relational aggression[8], negative gossip might hurt one’s chances at professional development
  • Excludes others: negative gossip often excludes someone from social environments, such as in the context of bullying, harassment and discrimination
  • Reduces productivity[9]
  • Decreases trust:  trust is decreased as a result of the fear that rumours might spread quickly if information is revealed. As a result, people might decide to err on the side of caution and not trust others.
  • Increases conflict: negative gossip might increase conflict due to the formation of in and out groups, reducing collaboration
  • Increases stress: negative gossip might create an unhealthy work environment
Mediate2go.com: Water Cooler Talk: Gossip
It’s easy to see how negative gossip can hurt the bottom line of a business. (see our blog on how to make conflict work for your organization). So, how can we ensure that we are gossiping in a positive or neutral way, and contributing to a positive work environment? Reflect on the following questions[10]”:
  1. Is what I am about to say true and necessary to tell others?
  2. Should I state this to the other person involved directly? Did this other person have a fair chance to respond to the issue at hand?
  3. “How would I feel if someone said something similar about me?”
  4. “How would I feel if I saw my words quoted in the daily paper tomorrow?”
  5. “How am I going to feel later if I say this? (or listen to this)” Would I feel embarrassed about it? Would I feel anxious that my employer might know, as it might put my own career development in jeopardy?
  6. “Does gossiping honour my own personal values?”
  7. Does this type of gossip respect the values of my team and organization? 
“The real art of conversation is not only to say the right thing at the right place but to leave unsaid the wrong thing at the tempting moment” - Dorothy Nevill
We recommend the 3D approach to dealing with gossip in the workplace:
  1. Doubt: Don’t assume the information is correct (if it seems malicious), ask how they came to that finding or realization. Give the target of the gossip the benefit of the doubt.
  2. Deflect: Respond in a way to change the topic of conversation, without making a big deal about it, so as not to alienate the speaker. Beyond this, start to use positive gossip to change the communication dynamics you experience with others. Gossip, even positive gossip, is contagious.
  3. Differentiate: Talk about the difference between positive and negative gossip, and the impact on the target of the conversation, and others around. If you feel uncomfortable about participating in the discussion, state your feelings. If the gossip is about you, feel free to have a constructive conversation with the person.
So, this blog does not discourage all types of gossip. Rather, Mediate to Go recommends that you try to be conscious of the types of gossip that you participate in, their impact and then respond accordingly.

Leave a comment on our blog and let us know what you think! Thank you!





[7] Abercrombie, Nicholas (2004). Sociology: A Short Introduction. Short Introductions. Cambridge: Polity Press.

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