In recent years mediation has become an increasingly popular approach and powerful technique and has been used successfully in such areas as commercial disputes and customer complaints-handling.
Here, for the first time, is an accessible and practical book on mediation at work and in the workplace itself. Packed with real-life examples and cases, it focuses on mediation's positive way of looking at conflict, how it injects a new dimension into people's "conflict zone", and outlines the qualities needed to be a mediating manager.
Mediating managers become beacons of positive energy perceived as people capable of holding things together when others are "losing it". They are able to do this because they are enablers, not judge and jury, catalysts not fixers, encouragers not enforcers.
Mapping out the overall steps of the mediation process, what mediating managers' core tasks are at each stage, the opportunities offered to those involved, and illustrating different key moments of effectively resolved workplace disputes, the book demonstrates how transferable mediation skills are and how they can be used in a wide range of workplace settings.
Indispensable for managers who need a step-by-step guide for working on a problem quickly. - Graham Waddington Independent Mediation Practitioner
All managers who find themselves faced with conflict will find something useful in here. The mediation process comes through clearly, with simple visible cues, checklists and instructions. - David Wyatt Research Director, GlaxoSmithKline
This should be essential reading for all human resource managers and indeed for all employees in a supervisory position. - Health and Safety at Work