Workplace Conflict Resolution Essentials For Dummies, Australian and New Zealand Edition

Chapter 12

Ten Pearls of Wisdom from Professional Mediators

In This Chapter

Listening carefully to all parties

Focusing on similarities

Steering the conversation toward a solution

Seeing a conflict through to a positive resolution can be life-changing — it certainly has been for me. Helping others, and yourself, through a difficult time is empowering — whether you’re at work, at home or at play.

My goal with this chapter is to share what I know about mediation and conflict and to take advantage of the fact that I know some really accomplished and insightful mediators. My hope is that some of this expertise will help you turn problems around in your everyday life without having to become an expert in conflict resolution.

Value the Process as Much as the Outcome

Achieving resolution and securing a signature on an agreement form may be an obvious sign that a conflict conversation has gone well — unless, of course, you steamrolled over the parties and forced them to acquiesce because you wanted to quickly put the surface issues behind you. Striving to improve a working relationship gives you more than a momentary solution. A mediation process that allows the parties to come away ...