Basics of mediation for HR managers

The basics of mediation

• Costs and consequences for companies in the event of smoldering conflicts.
• Recognizing internal conflicts (e.g. passive-aggressive formulations, strategies of avoidance and denial, hot/cold conflict developments).
• Mediation as a conflict resolution tool.

Thorough role and assignment clarification

• The history of the conflict.
• Affected and involved parties.
• Clarification of roles and situations.
• Managers and their responsibility for the conflict.
• The interplay between moderation and leadership.
• Principles of mediation: attitude of impartiality.

The practical approach to conflict moderation

• Conflict moderation process - a phase model for orientation.
• Calling a spade a spade: Clarifying issues on a factual and relationship level.
• Working out the underlying interests, wishes and needs.
• Dealing with complaints, accusations and recriminations.
• Tools of discussion moderation: Targeted questioning technique, active listening/doubling, development of joint solutions, visualizations.
• The follow-up of the solution in operational practice.

Outlook: Possibilities for conflict prevention

• Constructive communication at eye level, negotiating interests honestly.
• The team meeting - institutionalized meta-communication in the team.

Exercises and case consultation on current conflicts of the participants