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Informationen zum Autor Nora Doherty is one of the UK leading independent consultants in the field of workplace mediation for businesses and organisations. She is the Director and founder of Professional Mediation Resolutions (PMR) Ltd who provide mediation training and independent mediators in UK and worldwide: contact via web page www.workplacemediation.co.uk Marcelas Guyler is a business trainer, communications and development consultant, workplace mediator, Managing Director of The Human Business Limited and principal consultant of MCRG (the Mediated Cultures and Resolutions Group). Klappentext The Essential Guide to Workplace Mediation and Conflict Resolution examines the nature! process! uses and skills for employing and using mediation. The authors examine what mediation is and how it can be successfully applied to resolve issues! by presenting a range of techniques and case studies. Applicable to not only one-on-one conflict! but also at team and board room level! this is the book for you whether you are in the front line and have to anticipate! pre-empt or defuse conflicts in support of productive working relationships! are already a mediator or are training to become one. Zusammenfassung The Essential Guide to Workplace Mediation and Conflict Resolution is a practical guide to help implement and succeed in workplace mediation and conflict resolution. Inhaltsverzeichnis Preface Introduction Why should I find out about workplace mediation? Finding your way around this book Part I Workplace mediation 1. So what exactly is workplace mediation? A working definition of mediation The underlying principles of mediation Where does workplace mediation come from? 2. An example of a breakdown in a workplace relationship: Wendy and Mark Wendy and Mark and a complaint of bullying So how do organizations respond to conflict? 3. Just how does mediation work? The six-step model of mediation Confidentiality in mediation Mediation and levels of listening 4. Finding your way around conflict resolution: what is special about mediation? The nature of conflict The elements that can divide The principles that unite Dispute resolution methods A comparative continuum of workplace interventions What is special about mediation? 5. How mediation can be used within organizations Mediation when working relationships break down Mediation as an informal resolution within personnel policies Mediation after a formal investigation has taken place Mediation as part of your customer or client complaints procedure 6. Workplace mediation for teams So what lies behind team conflict? Conflict scenarios: how will team dysfunction be manifest? Team mediation is not an 'away day' What is team mediation? Who should facilitate a team mediation? When team mediation should be considered and when not Organizing a team mediation 7. Team mediation and group dynamics Looking at group dynamics Mediation and sub-personalities Dealing with cultural differences: prejudice, assumptions and discrimination Mediation and group scapegoating Team mediation and 'ghost figures' 8. Introducing mediation into your workplace Who is going to carry out the mediations? Where do you find external mediators? How do you select internal mediators from your staff? What training will internal mediators need? Supervision of internal mediators How will mediation be part of your personnel policies? Dissemination of mediation throughout your organization Part II Mediation in action: case studies of real life workplace mediations 9. Case studies of workplace mediation between two employees A mediation for a complaint of bullying against a manager A mediation for a complaint of sexual harassment A mediation between two colleagues sharing an office and alleged racism Moving through the eye of the storm and the art of the impossible: a mediator's view of the process...
