Beyond the Presenting Problems: Converting a Mediation or Training Request into an Organizational Consulting Process

Background Work with Mennonite Conciliation Service (1986-1988) Monthly mediation cases at the Lancaster (PA) Mediation Center First consulting case in 1987 (with a congregation) My greatest education in conflict awareness has come from….

Benefits and Limits of Mediation Mediation is effective when the issues can be clearly identified and primarily interpersonal relationships are impacted. Experience of receiving three mediation referrals from a local college that all involved supervisor/supervisee conflict.

The Training Conundrum “Teambuilding Training” “Information Transfer”

Finding an Organizational Ally… The shift from the individual or group level to the systemic level requires an internal ally. Most likely sources: HR Director Department Supervisor CEO/Exec. Director

Questions or Comments? Your experiences of “getting in the door” of organizations, and getting beyond the presenting problems?

Stages of the Consulting Process Initial Contact Contracting Information-Gathering Assessment Recommendations Implementation Evaluation

Importance of Listening Five Methods of Information-Gathering: Individual Interviews Individual Surveys Focus Groups Participant Observation Content Analysis

Importance of Assessment People/Parties Problems/Issues (Presenting and Underlying) Strengths/Assets Conflict Intensity (Leas Scale) Process Recommendations

Forming a Reference Group Negotiated in the contracting stage 6 to 8 members, representing diversity of the organization/department Reference team members assist with the information-gathering, assessment, and recommendation-making stages Primary value is greater ownership of the process and recommendations Facilitation and mediation skills are essential for the consultant