1. The Manager-as- Mediator Speaker: Peggy Wolfe Noca Concepts, Inc.

2. Key concepts Key Steps of Simple Managerial Mediation : 1: Decide to mediate 2: Preliminary meeting 3: Plan the context 4: Three-way meeting 5: Follow-up Why mediation works Video Example Outline

3. “In the life cycle of every conflict, there is a point when it’s large enough to be recognized, but small enough to be resolved.” In today’s environment: Trends toward downsizing, teams, quality and multiple responsibilities increase interdependency, and potential conflict, between employees Controlling or coercive management does not work Demographic and economic changes require managers to deal with staff and problems themselves The Core Challenge

4. ERAIT STAFF FROMTRAINED BY Late 50’sUser Arean/a 60’sEngin. MajorsUser IS Early 70’sMath MajorsEng. Majors mid 70’s- 80’sCS MajorsMath Majors Late 80’sBus. MajorsCS Majors 90’sTech trainedBus Majors Noweverywhere??? Complicated by the evolution of IS within the business

5. Conflict between End-Users and IS Mis-communications Mis-understandings Mis-aligned goals Resentment Perception of lack of teamwork Result:

6. Costs hard dollars! –Wasted time –Loss of skilled employees –Restructuring –Sabotage/theft/damage –Lowered job motivation –Lost work time –Health costs Increases project risk Degrades decision quality The Cost of Conflict in a Project

7. Every solo decision-maker requires information from others to make the best decision. When information providers are in conflict the information supplied is inevitably distorted. Conflict degrades Quality of Decisions!! Decisions can result from a power contest, rather than objective judgment of what is best for the company.

8. Ways to Handle Conflict Informal Discussion Negotiation Mediation Non-binding arbitration Binding arbitration Litigation You ControlOthers Control Seriousness

9. Blips Clashes Crises Don’t bother Manager Mediation Use EAP or a professional mediator Levels of Conflict

10. Can be easily learned and employed by: Managers & Supervisors & Team leaders Human resources professionals Employee relations professionals and by... everyone who is responsible for the work of others A way to handle communication problems personality clashes... everyone who is responsible for the work of others Managerial Mediation

11. What is Managerial Mediation? A communication tool Assumes no professional interest in mediation Not negotiation, not arbitration –manager does not decide the solution A way to help employees work together –performance problem is relational, not individual A business meeting about a business problem –not a personal or professional service Should be a core management competency

12. Step 1: Making the decision to use Managerial Mediation Not a substitute for discipline Not a substitute for job training Not a substitute for EAP services Only used to address a well defined problem that the involved parties have the authority to solve Know the Business Problem, the Business Impact of it, and the Authority level to solve

13. Step 2: Preliminary Meetings To lay the Groundwork 1.To define the business problem to be solved 2.To hear each person’s “side of the story” 3.To explain key information about the process 4.To secure each person’s commitment to attend

14. Prevent distractions and interruptions Face-to-face talking about the problem without interruption long enough to find a solution Helps ensure that a Solution will occur in the three-way meeting. Step 3: Plan the Context for the Mediation BASIC PROCESS

15. An attitude shift from me-against-you to us-against-the-problem NEGOTIATION vs. MEDIATION MEDIATION GOAL Recognition that there are different sides Ensuring that both sides win NEGOTIATION GOAL

16. Step 4: Holding the Three-way meeting The Manager / Mediator’s job: 1.Keep individuals focused on problem to be solved 2.Support both individuals – no bias 3.Recap, be sure true / complete resolution is reached. 4.OTHERWISE: BE QUIET.

17. Why Mediation Works Breakthrough happens spontaneously if the parties stay engaged long enough to allow natural human forces toward harmony to take effect.

18. Why Mediation Fails Manager Mediator can’t keep quiet Parties become disengaged during session Parties are allowed to leave before completion

19. Summary Mediation is different than Negotiation Once learned, simple Management Mediation is a valuable tool in the Project Manager’s Pocket that can help: Reduce project conflict Enhance decision-making Reduce project risk Minimize hidden costs Mediation is a SKILL that can be learned

20. Noca Concepts, Inc. Nostrum Onus Cogitat ad Astra – Our Work Leads to the Stars Margaret, R. (Peggy) Wolfe Noca Concepts, Inc. 551 Roosevelt Rd #144 Glen Ellyn, IL 60137 630-858-5298 Working with MTI Global, Inc.