What’s new in Mediation

Quick overview National dispute resolution update Thinking creatively about using

mediation skills Evidencing the value of your mediation

service

Give me some feedback?

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Resolving workplace disputes – BIS response to consultation

Pre-claims conciliation Protected conversations Setting up regional networks for SMEs Cascading mediation expertise through your

supply chain (retail)

Stretching your mediation skills – new developments

Varying the models

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Responding to needs of the parties

Responding to needs of the organisation

Stretching your mediation skills – new products

Team rebuildingConflict coaching/mentoring Just in time coaching for managersNeutral assessmentBullying and harassment work- advisors,

focus groups, change managementComplete dispute resolver

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Evaluating mediation servicesImpactEfficienciesEffectiveness of

outcomesCustomer

satisfaction

ProcessSet up in the way

is was intended? Managed

effectively? Mediator training

– how was this?

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Framework tool for evaluating

Return on investment

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Service management

Mediator practice standards

Achieving Mediation Excellence

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Mediation service management STANDARD SKILLS SERVICE IDENTITY CASE MANAGEMENT EVALUATION MONITORING

Foundation Nominated intake person with recognised role

Standard bank of literature used consistently

Caseload of up to 10 mediations per year

Basic feedback gathered from parties post-mediation

Coordinators monitors and evalu-ates service against SMART targets

Effective

Coordinator or manager trained in mediation skills

Role is clearly defined and scoped and induction plan in

place

Coordinator pro active in out-reach work to increase take up

Branded service which distin-guishes it as independent and separate from formal options

available to staff

Caseload greater than 30 per year Post mediation and three month follow up sought from parties ,

mediators and managers

Data analysed and quarterly reports available on party and

client satisfaction

Evidence of achieving against 10 target areas

Excellence

Coordinator holds mediation coordinator qualification

Strategic vision for the service is evident in promotional materials

Mediator training; succession plan-ning, income generation strategies

in place

Development or use of new models of ADR eg neutral assessment; conflict coaching; group work all contributing to values or vision and changing cul-

ture

Feedback used to develop ser-vice and mediators at a strategic

level

Comparison of impact of mediation against formal action

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What are your outcomes? Organisational• reduces the number of formal

complaints of bullying, harassment and grievance

• reduces financial risk at ET• conducted to a consistent

process in line with agreed SLAs

Employee• Parties return to work and re-

establish performance• Communication is improved

between staff• Conflict is dealt with quickly

and effectively• Mediation avoids specific

formal complaints• supports the wellbeing of

staff• builds the skills of parties to

be able to manage their conflicts more effectively in the future

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