Last updated on Jul 3, 2024

Here's how you can mediate a conflict between colleagues in the workplace.

Conflict in the workplace is inevitable, but as a mediator, you have the power to transform a potentially destructive situation into an opportunity for growth and collaboration. Effective conflict resolution requires a delicate balance of empathy, neutrality, and strategic communication. By stepping into a mediator role, you're not just quelling a dispute; you're fostering a more harmonious work environment. This article will guide you through the process of mediating a conflict between colleagues, ensuring that both parties feel heard, respected, and are able to reach a mutually beneficial resolution.

1 Assess Situations

Before diving into the resolution process, take a moment to understand the root of the conflict. Engage with each colleague individually to gather their perspectives. Listen attentively without judgment, ensuring they feel heard. This initial assessment is critical as it helps you discern the underlying issues and emotions that have fueled the disagreement. Remember, your role is to be an impartial facilitator, not to take sides or impose solutions.

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JEd ROBIOU du PONT

PRÉVENIR / TRAITER LES RELATIONS à RISQUE ✅Enquêtes HARCÈLEMENT : prendre la bonne décision ✅PRÉ-MÉDIATION imposée / ONEmédiation®️: agir dans les situations bloquées ✅MÉDIATION CENTRÉE SOLUTION : dépasser les conflits
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Le seul fait de prendre le soin d'évaluer une situation de tension marque l'intérêt que l'employeur porte à ses salariés. Cet intérêt peut permettre d'éviter une escalade dans le sens de l'aggravation de la tension qui a parfois pour objectif d'attirer l'attention de l'employeur sur ce qui ne va pas et qu'il ne veut pas voir. Il se trouve également que fréquemment l'évitement du conflit maintient ou aggrave le conflit, alors que le fait de considérer le conflit permet de le traiter. C'est tout l'objet de la médiation que de ne pas faire l'économie de parler du conflit, tandis que parler du conflit permet, assez souvent, de l'éradiquer;

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2 Set Guidelines

Once you've understood the conflict, establish ground rules for the mediation session. Emphasize the importance of respectful communication, confidentiality, and a willingness to find a solution. These guidelines create a safe space for open dialogue and prevent the discussion from derailing. By setting clear expectations from the outset, you help maintain focus and civility throughout the conversation, which is crucial for a productive outcome.

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JEd ROBIOU du PONT

PRÉVENIR / TRAITER LES RELATIONS à RISQUE ✅Enquêtes HARCÈLEMENT : prendre la bonne décision ✅PRÉ-MÉDIATION imposée / ONEmédiation®️: agir dans les situations bloquées ✅MÉDIATION CENTRÉE SOLUTION : dépasser les conflits
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Défini des lignes directrices permettent en réalité de poser un cadre et ce cadre sécurise. C'est par ailleurs ce cadre qui permet de parler du conflit, ce que le plus souvent les personnes concernées ont éviter de faire.

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3 Facilitate Dialogue

With ground rules in place, bring the parties together for a structured discussion. Your role is to facilitate an open and balanced dialogue, allowing each person to express their perspective while ensuring the other listens. Encourage empathy by asking colleagues to reflect on how the other might feel. Effective facilitation keeps the conversation focused on resolving the conflict rather than revisiting past grievances or assigning blame.

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JEd ROBIOU du PONT

PRÉVENIR / TRAITER LES RELATIONS à RISQUE ✅Enquêtes HARCÈLEMENT : prendre la bonne décision ✅PRÉ-MÉDIATION imposée / ONEmédiation®️: agir dans les situations bloquées ✅MÉDIATION CENTRÉE SOLUTION : dépasser les conflits
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L'une des manières les plus simple de faciliter le dialogue est, pour le médiateur, de reformuler les propos de chaque parties concernées par la médiation. Cela permet à celui qui s'est exprimé d'avoir la certitude qu'il a été entendu et cela permet le plus souvent à l'autre personne d'entendre indirectement, et donc d'une manière acceptable pour lui, ce que le premier a à dire et inversement

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4 Explore Solutions

After airing out grievances, shift the conversation towards finding a resolution. Encourage colleagues to brainstorm solutions together, focusing on their shared interests and goals. This collaborative approach empowers them to take ownership of the conflict and its resolution, often leading to more sustainable and mutually satisfactory outcomes. Your role is to guide this process and help them negotiate terms that are acceptable to both parties.

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JEd ROBIOU du PONT

PRÉVENIR / TRAITER LES RELATIONS à RISQUE ✅Enquêtes HARCÈLEMENT : prendre la bonne décision ✅PRÉ-MÉDIATION imposée / ONEmédiation®️: agir dans les situations bloquées ✅MÉDIATION CENTRÉE SOLUTION : dépasser les conflits
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L'approche centrée SOLUTION et la manière la plus efficace pour sortir d'un conflit. Le conflit est en effet souvent emprunt d'irrationalité et d'émotion. L'approche centré solution permet de trouver des solutions qui peuvent n'avoir aucun lien avec le problème, ce qui évite d'augmenter le problème en parlant du problème.

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5 Implement Agreements

Once a resolution is reached, work with your colleagues to outline actionable steps to implement their agreement. This might involve setting specific goals, timelines, or follow-up meetings to ensure that the agreed-upon changes are taking place. Documenting this plan helps hold both parties accountable and provides a reference point for future conflicts. It's crucial that this step is taken seriously to prevent the conflict from resurfacing.

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6 Monitor Progress

Finally, keep an eye on how the resolution is unfolding in the workplace. Check in with both parties periodically to gauge the effectiveness of the solution and make adjustments if necessary. This ongoing monitoring demonstrates your commitment to a harmonious work environment and helps reinforce the positive changes that have been made. It also provides an opportunity to address any new tensions early before they escalate into larger conflicts.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Here's how you can mediate a conflict between colleagues in the workplace.

1

2

3

4

5

6

7

1 Assess Situations

2 Set Guidelines

3 Facilitate Dialogue

4 Explore Solutions

5 Implement Agreements

6 Monitor Progress

7 Here’s what else to consider

Business Services

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Here's how you can mediate a conflict between colleagues in the workplace.

1

2

3

4

5

6

7

1 Assess Situations

2 Set Guidelines

3 Facilitate Dialogue

4 Explore Solutions

5 Implement Agreements

6 Monitor Progress

7 Here’s what else to consider

Business Services

Rate this article

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