Here are some other benefits of conflict resolution, if
conflict is effectively addressed in organizations. Also, see our blog about how conflict is good for business.
Beyond issues of disputants, mediation servicesand conflict coachingcan impact teams and
the organization overall to help them achieve strategic goals, and ensure that goals can
be realistically obtained
So, what can you do to transform conflict into a good thing in your company or organization?
Set up an internal conflict resolution system for your organization
or business. Here are some tasks and/or principles to keep in mind when
developing a system.
Customization. Customize
the system based on organizational and ‘people’ needs.
Self-responsibility. Everyone
must take responsibility for their own behaviour and needs. If you have a
problem, address it, do not avoid it, unless you believe you can let it go or
it will help you resolve the issue in the long run. If something was said that
bothered you, find out how to address it effectively. Read about having a constructive
confrontation (or discussion) and how to take self-leadership
and self-responsibility
in conflict resolution.
Leadership Support. Management,
HR, and Unions must encourage and support conflict resolution training and
encouragement managers and employees to manage conflict in a mutually
respectful way. This includes the provision of resources, human, special and
financial, in order to ensure that conflict resolution is easy to access for
all within the organization. Without leadership support, conflict is likely to escalate and become destructive and hard to fix (how to fix a relationship)
Build Team Cohesion
and Trust. Ensure that you encourage all employees and managers to build
personal relationships, and integrate this into a weekly agenda of activities. When
things do become challenging, individuals will be more likely to have enough Trust to manage these challenges effectively. Trust will also be essential when
planning, designing and delivering a program. See our blog on the Definition
of Trust and Building
Trust.
Participation:
Ask for the participation of all stakeholders prior to the development of a
plan for the organization.
Problem Solving. Encourage
interdisciplinary and interdepartmental problem solving (levels of conflict). If employees and
managers are given the opportunity to share concerns and brainstorm on how to
resolve conflicts, the organization is more likely to gather critical data to
prevent issues from hurting the organization overall. See our blog on the levels of conflict
within an organization.
Listening and
Feedback Training. Encourage active listening and how to give and receive
feedback. If employees and managers are able to effectively listen to one
another, they will be empowered to self-resolve many of their issues, often
without the help of management and HR. This means more time spent on critical
issues. Never underestimate the power of active
listening.
Meta-communication.
Make it part of your weekly routine to talk about how you communicate, how to improve
interpersonal relationships, and how to address potential conflict situations (Top 10 Tips on How to Resolve Conflict).
Self-resolve Conflicts.
In addition to training on interpersonal communication, employees and managers
must be given the skills to deal with conflict before it becomes an issue. It
might entail other types of training or services, such as those related to
stress reduction, whereby these might improve one’s ability to better address
personal issues that might lead to conflict. It might also encourage activities
such as meditation and yoga in the workplace, to help people feel centered and
capable of addressing issues in a healthy way. This is also covered in our blog
on self-responsibility, managing anger and our self-resolution tool.
Change Agent. Find a mediator, conflict coach and project manager to design, build and implement your conflict resolution system. Be sure to find a mediator with years of experience in workplace
conflict resolution to assist in this process. We’ve discussed some of the
essential tasks and principles to keep in mind when setting up an internal
conflict resolution system. However, they will be able to do a needs assessment
to determine the needs of the organization, and recommend how these may be
achieved.
In summary, conflict can be used as a positive force of
change in your company or organization if it is addressed effectively. Leave your recommendations and questions on the blog in the comments section below. Also, try using our web app to set up your own system.
Build an Internal Conflict Resolution System - Workplace Conflict
“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.
Key Mediation
(practitioner and client) trends per Generation:
(See UN Reportfor 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!
When I first started my mediation practice, I asked myself: "Where can I find prepared contracts and forms for clients to sign during the mediation session?” “Should I avoid emailing clients given that email is not confidential?" "How do I track a client information and where do I store case notes?”, “How do I find clients” and "Is there a better way to manage my practice on the go, without carrying a large briefcase?"
When I entered my first mediation room with a mishmash of contracts and a notepad, I thought to myself, there must be a better way. We recently launched the Mediate2go.comcase management platform to help mediators save time and money while improving their reputation as competent and modern practitioners. Now, I can walk into a mediation room with my mobile phone or tablet, and have everything that I need at my fingertips. See what McGill University said about the Mediate2go.comcase management platform in this article about the benefits of using Mediate2go.com.
Mediate2go.com is the easiest and most affordable way of building your mediation practice. Get more clients and modernize your practice with Mediate2go.com Case Manager.
Mediate2go.com will help you manage your new mediation, coaching and arbitration practice from your phone, tablet or laptop computer. Keep your contacts and notes organized, allow clients to sign digital agreements and forms with a touch of a finger and modernize your practice to save time and reduce your carbon footprint. A combination of these features is not available in other case management programs. Now, you can walk into the mediation room with your phone or iPad, and just focus on what matters; helping the parties.
Mediate2go.com also offers secure messaging, so no more need to rely on email. Keep track of all related case links and evidence with the document upload feature. Mediate2go.com even keeps track of all the files sent and received, automatically putting them in one place.
Our latest feature allows you to sign up for the https://www.mediate2go.com Mediate2go.com directory listing, to help clients find you online, develop your social media presence, and also allow clients to request sessions that go directly to your case manager, saving you from long phone calls doing intake.
M2G is confidential, safe and secure, using top of the line encryption technology.
For a free trial, just visit Mediate2go.com, sign up for an account, then click “Upgrade” under the features tab. You can try it for 2 weeks. Also, check out the Mediate2go.com YouTube Channel.
Let us know if you have questions here support@mediate2go.com. Thanks for reading about us! Search: #bestcasemanager, #mediationworks, #adr, #mediate2go, #mediationcasemanager, #clientrelationshipmanagement, #conflictresolution
When I first started my mediation practice, I asked myself: "Where can I find prepared contracts and forms for clients to sign during the mediation session?” “Should I avoid emailing clients given that email is not confidential?" "How do I track a client information and where do I store case notes?”, “How do I find clients” and "Is there a better way to manage my practice on the go, without carrying a large briefcase?"
When I entered my first mediation room with a mishmash of contracts and a notepad, I thought to myself, there must be a better way. We recently launched the Mediate2go.comcase management platform to help mediators save time and money while improving their reputation as competent and modern practitioners. Now, I can walk into a mediation room with my mobile phone or tablet, and have everything that I need at my fingertips. See what McGill University said about the Mediate2go.comcase management platform in this article about the benefits of using Mediate2go.com.
Mediate2go.com is the easiest and most affordable way of building your mediation practice. Get more clients and modernize your practice with Mediate2go.com Case Manager.
Mediate2go.com will help you manage your new mediation, coaching and arbitration practice from your phone, tablet or laptop computer. Keep your contacts and notes organized, allow clients to sign digital agreements and forms with a touch of a finger and modernize your practice to save time and reduce your carbon footprint. A combination of these features is not available in other case management programs. Now, you can walk into the mediation room with your phone or iPad, and just focus on what matters; helping the parties.
Mediate2go.com also offers secure messaging, so no more need to rely on email. Keep track of all related case links and evidence with the document upload feature. Mediate2go.com even keeps track of all the files sent and received, automatically putting them in one place.
Our latest feature allows you to sign up for the https://www.mediate2go.com Mediate2go.com directory listing, to help clients find you online, develop your social media presence, and also allow clients to request sessions that go directly to your case manager, saving you from long phone calls doing intake.
M2G is confidential, safe and secure, using top of the line encryption technology.
For a free trial, just visit Mediate2go.com, sign up for an account, then click “Upgrade” under the features tab. You can try it for 2 weeks. Also, check out the Mediate2go.com YouTube Channel.
