Mediation and Conflict Management: Reflective Report - SOC201A

This report provides a comprehensive analysis of mediation and conflict management within a workplace setting, focusing on a conflict scenario between an employer and employee. It identifies the causes of the conflict, such as missed deadlines and communication issues, and examines the effectiveness of the facilitative mediation approach used to resolve the dispute. Various mediation techniques, including stepping back, reframing the conversation, and focusing on interests, are discussed, along with recommendations for preventing future conflicts. The report also includes a personal reflection on the author's experience as a mediator, highlighting the challenges and strategies involved in facilitating constructive dialogue and finding mutually acceptable solutions. The conclusion emphasizes the importance of mediation and conflict management in fostering a positive and productive work environment.

Mediation and Conflict Management

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Describe what was causing conflict.............................................................................................3
Mediation approach used effectively...........................................................................................4
Mediation techniques to resolve disputes....................................................................................5
Recommend techniques to solve dispute.....................................................................................6
Reflection of own experience......................................................................................................6
CONCLUSION................................................................................................................................7
REFRENCES...................................................................................................................................8

INTRODUCTION
Mediation is the process which means to solve conflict. A third party is involved in solving
conflicts and work as a mediator so that misunderstanding can be cleared. Conflict management
is the practice to identify and handle conflict which arise between two people (Caputo and et.al.,
2019). It is important to solve issues so that work can be done on time. The report examines,
what was causing conflict, mediation approach which was effective. Mediation techniques which
were used effectively in solving conflicts. Further, recommendations are provided to resolve the
disputes and personal experience is shared.
MAIN BODY
Describe what was causing conflict
Workplace mediation in action means to solve conflicts or issues which arise at the
workplace and due to which work is being affected. It is important to solve conflicts because it
creates misunderstanding among two people and in an organisation work is affected. Mediation
is a way to resolve disputes as in this process a third party is involved and understand situation of
both the parties. Conflict manifested is stage where two parties are engaged in behaviours which
is reflected from each other’s responses. In the given link, it has been noticed that conflict arise
between employer and employee related to work (Csilla, 2019). A mediator was involved to
solve issues between them and clear misunderstanding among them so that they can work
efficiently. The conflict arises because Sue miss the deadline as she was not able to work for
more hours.
Trevor’s behaviour was not good as he was having stress of work and deadline was
missed. The way Trevor interact with Sue was not good and due to this reason she has left the
office. Sue was pregnant and Trevor should not interact with her in high voice and they can
solve their issues by communicating with each other. Trevor should understand situation his
employee and did not shout at her. This creates negative impact on other employees and workers
are demotivated. The main reason for conflict is work is not completed on time and it affects
business (Watson, Watson and Stanley, 2017). To solve issue between employer and employee,
mediator was involved who interact individually with Trevor and Sue.
There are some causes of conflict like, resources, different perception, conflicting goals,
roles are conflicting, different personal values and ways of working is different, unpredictable

policies. It is essential to solve conflict by interacting with each other and find solution so that
work can be done properly (Einarsen and et.al., 2018). Conflict at the workplace affect
performance of other employees and creates negative environment at the workplace. So, conflict
should be resolve by interacting or with the help of mediator and do work efficiently so that
goals and objectives of company can be accomplished.
Mediation approach used effectively
Mediation approach is effective in solving conflicts between two parties because in this
approach a mediator is involved. It is essential to apply mediation approach to solve conflicts and
disputes between two parties. There are different approach of mediation such as, facilitative,
evaluative and transformative. In workplace mediation in action- conflict masters, facilitative
mediation approach is applied. Facilitative approach means an expert or a professional mediator
is involved to solve disputes between parties. In the link given, it has been noticed that a
mediator is involved to solve disputes between employer and employee. In facilitative mediation,
mediators are interacting with both the parties individually and after that a joint meeting is
conducted. This helps in clearing all the misunderstanding and solve disputes among parties.
Things are clear when proper communication is done (Elgoibar, Euwema and Munduate, 2017).
Workplace mediation in action- conflict masters in this Trevor was having stress as work
was not completed on time and deadline was missed. Sue was not working because she has to
give time to her son. There was misunderstanding among both the parties and at workplace these
things happen because work is to be completed on time. Facilitative approach helps in solving
disputes and both should work properly. This approach is used effectively as mediator interact
with both the parties and understand their views and reason why conflict arise (Whetten, Stevens
and Cann, 2021).
It is essential to solve disputes as soon as possible so that work can be completed on time
and Sue is one of the efficient employee. There are five stages of mediation i.e., convening the
mediation, opening session, communication, negotiation and closure. There should be proper
communication between employee and employer so that there will be less chances of conflict
(Euwema and et.al., 2019).
There are different approaches of conflict management which can be applied to solve
conflict such as, accommodation, compromise, avoidance, competition and collaboration. In
solving issues compromise approach can be applied instead of facilitative approach. It is

important to interact with each other so that all doubts can be clear and there will be no problem.
Compromise is effective conflict management which can be used to solve disputes between
employer and employee. Both the parties should compromise and find solution of problem.
Mediation techniques to resolve disputes
There are some mediation techniques to resolve disputes which can be applied by people to
solve issues. It is essential to resolve disputes so that work can be completed on time and
deadline did not missed. Mediation techniques to resolve conflict at the workplace are, step back,
reframe the conversation and focus on interest. These are some techniques which can be used for
solving disputes and clear misunderstanding. It helps in clearing all doubts and work can done
properly. From the given link it has been noticed that, Trevor and Sue did not try to interact with
each other and due to this reason misunderstanding is arise (Mayer, 2020). Employee should
discuss their issue with employer and try to find solution which is beneficial for both.
Step back- this mediation technique is used by people to solve disputes and clear all the
misunderstanding. One of the party should step back and solve the problem. This helps in
resolving dispute because one person has to compromise so that dispute can be resolved. This
technique can be used by mediator at the workplace to solve problems. In the given link,
mediator interact with both the parties and suggest them to interact with each other and take
decision to avoid chances of disputes.
Reframe the conversation- another mediation technique which helps in solving dispute is
reframe the conversation. It means to communicate properly with each other and clear their
doubts. From the given link, it has been determined that, employer was not interacting properly
with the employee and tone was high. This is not the way to communicate with employees, so
employer should apologise for the rude behaviour and solve disputes (Osei, 2019).
Focus on interest- this is another mediation technique in which mediator with people between
whom dispute arise meet and solve problem in innovative way. This mediation technique is
beneficial in resolving disputes and focus on achieving targets. It is essential to focus on interest
and try to find innovative solution so that goals of company can be accomplished. It is important
to apply mediation technique at the workplace to solve disputes (Njuguna).
These are some techniques to solve disputes at the workplace and find creative solution of
problem. In the link, it has been determined that employer was not interacting properly with the
employee. This is not good and to solve issues, mediation techniques should be applied so that

disputes can be solved. Mediation at the workplace helps in clearing doubts and
misunderstandings. Conflict management helps in increasing productivity of company, reduces
cost and helps in managing risk. It is the responsibility of employer to solve issues and interact
properly, use right words while communicating.
Recommend techniques to solve dispute
There are some recommendations which can be applied to solve disputes like, talk directly
to the people to avoid misunderstanding and creates positive environment at the workplace.
Employer is having stress because project is not submitted on time and miss the deadline.
Employer should use correct words and try to solve problem in positive way so that work can be
completed on time. to solve dispute one person should have patience and did not speak anything
so that problem can be solved. From the given link, it has been determined that there is shortage
of employees so employers should recruit more employees so that work can be completed on
time and conflict will not arise.
When more employees will be there and then work is divided and burden is not on a single
person. Another technique which can be used for solving dispute is to use five strategies i.e.,
avoiding, defeating, compromising, accommodating and collaborating. Step back is another
mediation technique which helps in solving dispute. This technique is more effective because if
one person is ready to apologise than disputes can be solved. Mediation is a way to solve
disputes and work efficiently so that goals and objectives can be accomplished.
Reflection of own experience
Mediation is the process in which a mediator is involved and solve disputes between two
parties. It is important to involve a third person for solving disputes because it helps in creating
positive environment at the workplace. In the link, a mediator is involved to solve disputes and
interact with both the parties and understand their problems. I had also experience this situation
as I am working as a mediator and in an organisation issue arise between employer and employee
related to delay in work. Employee was very hard working and working efficiently so that goals
can be accomplished. Employee was not able to submit work on time due to some problems and
there was no other member who can complete work. Employer was angry because deadline was
missed and talk rudely with employee.
I was called as a mediator to solve their issues and find what is the problem. I interact with
both employer and employee so that I can understand point of view of both and find solution

accordingly. I interact with employer first and try to understand his point of view. Employer was
feeling guilty because he do not want to lose efficient employee and his behaviour was not good.
While shouting on employee, he was not analysing that what he is saying and shouted on
employee. He was ready to apologise and he realise is mistake but the situation was not in his
control because that project was important for company and it affects business. After interacting
with employer, I communicate with employee about the situation, she was angry because of the
rude behaviour of employer. She said that the way employer was shouting was very bad and it
was like blackmailing or threatening. She was angry with employer and said that if he says sorry
then she can work but alone she cannot handle all the activities. After that I conduct meeting
with both of them and share their views. When they communicate with each other and all the
misunderstanding were clear. This technique was used by me as a mediator but in future I will
use other mediation techniques like, step back, reframe the conversation so that problems can be
solved. It is important to apply mediation technique and as a mediator it is my responsibility to
solve disputes and find innovative solution.
CONCLUSION
From the above discussion it can be conclude that, mediation and conflict management helps
in solving issues and disputes can be resolved. Mediation is a process which involves third party
and solve misunderstanding. There are different reason for conflict such as, different views and
perspectives, goals are different etc. has been discussed. Further, mediation approach which has
been used effectively has been discussed. Some mediation techniques that were used effectively
like, focus on interest, step back, reframe the conversation has been described. It is essential to
apply these techniques so that disputes can be resolved and better plans can be made for future.
Some recommendations are provided and personal experience has been discussed.

REFRENCES
Books and Journals
Caputo, A., and et.al., 2019. Ten years of conflict management research 2007-2017: An update
on themes, concepts and relationships. International Journal of Conflict Management.
Csilla, K. M., 2019. Conflict management-resolution based on trust?. Ekonomicko-manazerske
spectrum. 13(1). pp.72-82.
Einarsen, S., and et.al., 2018. Climate for conflict management, exposure to workplace bullying
and work engagement: a moderated mediation analysis. The International Journal of
Human Resource Management. 29(3). pp.549-570.
Elgoibar, P., Euwema, M. and Munduate, L., 2017. Conflict management. In Oxford research
encyclopedia of psychology.
Euwema, M. C., and et.al., 2019. Mediation in collective labor conflicts (p. 339). Springer
Nature.
Mayer, C. H., 2020. Intercultural Mediation and Conflict Management Training. Springer
International Publishing.
Njuguna, J. N. The Place of Mediation in Conflict Management in Kenya. ALTERNATIVE
DISPUTE RESOLUTION, p.93.
Osei, D. A., 2019. An Assessment of Mediation in Conflict Management in Africa: The Case of
Ghana (Doctoral dissertation, University of Ghana).
Watson, N. T., Watson, K. L. and Stanley, C. A., 2017. Conflict management and dialogue in
higher education: A global perspective. IAP.
Whetten, A. B., Stevens, J. R. and Cann, D., 2021. The implementation of random survival
forests in conflict management data: An examination of power sharing and third party
mediation in post-conflict countries. PloS one. 16(5). p.e0250963.