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" Mediation for managers : "
John Crawley & Katherine Graham
| Document Type
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BL
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| Record Number
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692118
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| Doc. No
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b514307
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| Main Entry
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Crawley, John.
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| Title & Author
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Mediation for managers : : resolving conflict and rebuilding relationships at work /\ John Crawley Katherine Graham
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| Publication Statement
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London :: Nicholas Brealey,, 2002
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| Page. NO
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xi, 227 pages ;; 24 cm
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| ISBN
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1857883152
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| Contents
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Understanding Mediation -- The Potential of Mediation -- Defining mediation -- The benefits of mediating managers -- Interactive mediation -- Applications of mediation -- The Cost and Value of Conflict -- Choices for managers -- Conflict management styles -- Why is conflict so rampant at work? -- The cost of conflict -- The positive potential of conflict -- The Mediation Approach -- The conflict zone -- Case study: A manager getting out of the conflict zone -- Rapport: At the heart of mediation skills -- Taking the blame out of interactions -- Case study: Giving people a chance to step back -- Taking the adversity out of diversity -- Case study: We're not racist but... -- Key qualities of mediators -- Encouraging people to mediate -- Case study: "He'll never listen" -- Case study: "I simply don't have the time" -- Mediation in Action -- A Map of the Process -- The sequence of mediation -- The mediation dynamic -- Case study: Mediation at first sight -- Working with the Parties Separately -- Case study: Environmental Projects -- Setting the scene and building rapport -- Reflective listening -- Getting people outside their conflict zone -- Encouraging people to mediate -- Impartiality -- A Joint Mediation Session -- Stage 3: Assessment and setting up a joint meeting -- Preparing the parties -- Preparing the venue -- Stages 4 and 5: Setting the scene, exploring and working on the issues -- Conversation management -- Setting the scene and building rapport -- Structuring the interaction -- Controlling the interaction -- Facilitation -- Moving On -- Stage 6: Building agreements and relationships; and Stage 7: Closure -- Creating a safe space for exchange of information, feelings, and perceptions -- Keeping it safe, keeping things moving -- Generating and assessing options -- Closing on the issues -- Firming up agreements -- Closing on the interaction and the process -- Mediating a High-Conflict Situation -- Case study: Ozone -- Ripeness for mediation -- Sorting the issues into what can and can't be taken forward -- Managing anger and aggression -- Advanced facilitation -- Using Mediation for Group Disputes -- Case study: A team on the point of collapse -- Neutral assessment -- Building a safe, collaborative environment -- Facilitating a collaborative process of resolution -- Equality routines -- Tips for inter-group disputes -- Day-to-Day Mediation Skills -- Maintaining Dialogue under Pressure -- Case study: Creating a performance management dialogue using conversation management -- Case study: Managing a very difficult customer by defusing aggression and needs-based problem solving -- Responding Constructively to the "Isms" -- Case study: Tackling the office sexist -- Case study: Managing a sudden racist outburst -- Investigating Sensitive Issues -- Finding out or coming out with findings? -- What makes a good investigator? -- Case study: Is this bullying? -- Interviewing the complainant -- A formal investigation -- Getting Mediation into Your Organization -- Assessing the impact of conflict -- When is mediation appropriate? -- Building mediation into your organization -- Case study: Training staff in mediation skills -- Case study: Establishing a colleague support network -- Case study: Building a mediation capacity into existing welfare provision -- Best practice for in-house mediators -- Evaluating mediation -- Materials for a Workplace Mediation Service -- Sample intake form -- Sample mediator's case assessment form -- Sample information for parties going through mediation -- Mediation party evaluation questionnaire
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| Subject
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Mediation and conciliation, Industrial.
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| Subject
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Mediation.
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| Dewey Classification
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658.405
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| Added Entry
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Graham, Katherine.
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