Build an Internal Conflict Resolution System - Workplace Conflict

Build an Internal Conflict Resolution System - Workplace Conflict

The principles to create an effective conflict resolution system for your business or organization.

Mediate2go.com, Build an effective conflict resolution strategy for your business or organization!

Benefits of Conflict Resolution at Work

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 services and conflict coaching can impact teams and the organization overall to help them achieve strategic goals, and ensure that goals can be realistically obtained
• Mediation services and conflict coaching can increase creativity, improve performance, collaboration (in relationships and inter-departmentally), heal and restore relationships, manage power imbalances, etc.
• Mediation services and conflict coaching can reintegrate employees and managers into workplace/team while litigation may cause too much damage
• Mediation services and conflict coaching can garner commitment to behaviour change and facilitate systemic changes
• Mediation services and conflict coaching can prevent litigation costs (including counterclaims) and associated harms (financial, emotional)

Also, be sure to see our blog on how conflict can be used to decrease business risk and promote growth within an organization. 

How to develop a conflict resolution system

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.

Mediate2go.com, Build an effective conflict resolution system for your business or organization!

Top 10 tips to build a conflict resolution system

1. Customization. Customize the system based on organizational and ‘people’ needs.
2. 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.
3. 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)
4. 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.
5. Participation: Ask for the participation of all stakeholders prior to the development of a plan for the organization.
6. 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.
7. 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.
8. 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).
9. 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.
10. 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. 

Improving CX Customer Experience for Mediation Clients

Improving CX Customer Experience for Mediation Clients

Mediators and conflict resolution experts should use the power of CX to build and manage a successful mediation practice. - 

Improving CX Customer Experience for Mediation Clients

CX Solutions for Mediation Services Clients

We know that being a successful mediator requires a wealth of knowledge and experience in conflict resolution. For a job in mediation, we pursue academic studies and seek voluntary positions to start a successful practice. We are accustomed to learning from our clients and from our peers before, during and after the mediation process to improve our practice. We ask ourselves; what worked, what could work better, and what must be changed to improve the process.

Unfortunately, we often overlook the importance of looking at our mediation services practice as a business. Looking at our clients as customers can provide a great deal of insight that can increase the viability of our mediation services business.

How to improve the customer experience

Key to any successful business is treating the customer as the prime resource. If we don’t have customers, we don’t have a business, and if we don’t have a business, we can’t put food on the table. This blog is designed to help you as a conflict resolution expert develop new insights into running a successful alternative dispute resolution practice, especially one focused on providing mediation services. Questions include: how to improve the customer experience, ways to improve customer experience, improving customer satisfaction and implementing a customer experience improvement program.

1. Customer experience CX for mediators and conflict coaches

A mediator’s potential customers use technology as a primary form of communication, so start using technology in your practice, or risk missing out on future opportunities. Our blog on generational differences provides a great deal of insight into this area of improving your mediation services practice.  

2. How to improve the customer experience

In addition to using technology in new ways, you should look at every client interaction as a learning experience. This is key to CX customer experience. Constantly seek feedback through active listening, and record important data to review later. This is the key to know how to improve the customer experience, or CX. A focus on CX customer service means understanding your customers in new ways. For many mediators, this includes a customer satisfaction survey after each mediation services session, for others it might include discussions with clients during the session(s). A follow-up survey might provide an additional tool to better understand the impact of your services. If clients were unhappy with the CX you provided, a follow-up survey gives you another opportunity to address their concerns and create some positive word of mouth. We recommend using each of the aforementioned methods and any others you find useful. Before you even start your practice, do a focus group to better understand your client, so that their first experience is positive.

3. Ways to improve customer experience

After understanding your customer better and what they want in terms of an experience with you, then address the ways to improve their CX. Look at all of the data collected and conduct a SWOT Analysis, which is a means of analyzing Strengths, Weaknesses, Opportunities and Threats of your business. Business consultants frequently use this tool when helping companies better meet their customer’s needs. Ask for the help of a neutral third party or facilitator to conduct the SWOT Analysis so that you have someone to challenge your thinking and provide more insights into the customer’s feedback.

4. Improving customer satisfaction

In addition to addressing weaknesses in your CX, think about what you can do to add value to your mediation services process. 

5. Implementing a customer experience improvement program

To improve the CX, we recommend developing a CX program with the help of a service design specialist, such as Mediate to Go’s Antonio Starnino. The Service Design network describes service design as the:

“…activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers”

Mediation Services: How to Find a Good Mediator

How to Find a Good Mediator

Introduction to finding a mediator

Finding a good mediator takes some time and research. Like choosing any professional to assist you with something in your life, you should ask the right questions to ensure you have found the right match. Mediation services can assist you in many ways, and finding a good mediator is crucial to effective mediation services.

The best mediators are those who have the knowledge and skills to effectively manage their own personal and professional conflicts, in addition to your issues. As mediators, we think that conflict in itself is not a bad thing. It only becomes 'bad' or negative if it is destructive (versus constructive conflict). The mediator is there to guide you through a process to resolve your issues.

Personal qualities of a good mediator

A mediator is not a good mediator if they are known as a good lawyer or because they simply say they are a good mediator. When you first speak to a mediator, look for these listed characteristics to increase the chances that the mediation services will work for you and the other party. Boulie 1996, cited in Bringing Peace into the Room: The Personal Qualities of the Mediator and their Impact in Mediation,  suggested that mediators who are effective in their role are:

• empathetic
• non-judgemental; 
• patient; 
• persuasive; 
• optimistic
• persistent;
• trustworth;
• intelligent;
• creative;
• flexible; and
• that they have a good sense of humor and common sense.

In addition, these qualities are said to assist mediators become better in their roles, and may also be considered as important in choosing the right mediator (as cited in Bringing Peace into the Room: The Personal Qualities of the Mediator and their Impact in Mediation):

• self-awareness;
• presence;
• authenticity;
• congruence; and
• integration.

This article also emphasized that these qualities not only come via intellectual ability or scholarship, but experience.

What is the take-away? If you get a good feeling about the mediator; if they are friendly, patient, kind, empathetic, these are qualities to help you in your decision  to find the right mediator and mediation services.

Professional qualities of a good mediator

Katheryn Munn came up with a helpful set of questions to ask a prospective mediator. Feel free to address each of these issues, which are inspired by her questions:

1. Do you belong to any professional organizations for mediators? 
2. What kind of training have you had in mediation? Many hours of mediation specific training, and ideally, a relevant degree (be it social work, psychology, or subject matter specific, related to the conflict). Feel free to ask which specific classes they took, as some programs might not be focused on conflict resolution.
3. What kinds of mediation have you handled? Many hours of completed mediation sessions in your specific area is important. Feel free to ask for testimonials. If you need family mediation services, but they are a commercial mediator, they might not have sufficient relevant experience.
4. How much will it cost? The mediation should cost a fair amount, and payment that works for you. Ask for a few quotes, and get back to the mediator before you commit. Also ask your local government or court office if the mediation services could be paid for or subsidized by another body or organization.
5. How long will it take? Be sure the mediation will take a reasonable about of time. Again, shop around, and ask this question. If the mediator doesn't have time to see you within a month, you might find someone else that is available right away. Mediation should be more efficient than the court system, so don't be shy to ask around.

Some of the aforementioned questions might be answered within the profile. Ask us if you have more questions.

Best Mediation Case Manager

Mediate2go.com: Best Mediation Case Manager: Save time, get clients!

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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?"

Mediate2go.com Free Trial: Case Management, Digitized Agreements, Secure Messaging

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.com case 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.com case 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. 

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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.

Mediate2go.com Free Trial: Case Management, Digitized Agreements, Secure Messaging

Mediate2go.com Free Trial: Case Management, Digitized Agreements, Secure Messaging

Let us know if you have questions here support@mediate2go.com. Thanks for reading about us! 

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