Mediation in the workplace has many advantages, in both the short and the long term.
Conflict is a natural and inevitable part of working life. A conflict may seem trivial and unimportant at first but, over time, a “blame game” can develop, with each party making accusations about the other. The conflict is starting to escalate.
When conflict situations are brought to my attention, I offer a safe space where people can express themselves without feeling judged. This is essential to enable the people who consult me to unburden themselves and take a step back from what is happening and the impact it is having. I listen carefully and sympathetically to my visitors and, to help clarify the situation, I ask questions such as: “How did the conflict start?”, “How is this situation affecting you?”, “What have you already tried to do about it?”, “What do you need most to be able to improve the situation?”, etc.
I recall with great satisfaction a comment that one person made at the end of our conversation: “Thank you, I can see more clearly now. I have a plan.” My visitor had regained some control over the situation and could see a path to a possible solution.
In cases where the conflict has escalated sharply and communication has completely broken down, the people involved may feel isolated and may even deliberately distance themselves from others, with a growing sense of insecurity. Here, again, it is important that I provide clarity and reassurance.
I then guide the person towards a solution that enables them to approach the conflict situation more calmly and assertively. With my visitors’ express permission, I can also contact their line management or colleagues myself, or put them in touch with other relevant services within the Organization.
Finally, parties who are in conflict and wish to move towards a resolution can request mediation. After studying the request, I make sure that the parties involved are sincerely committed to the mediation and want it to succeed, explain how the facilitation day will unfold and set out the basic rules to be followed throughout the process (e.g. confidentiality, respect for each person’s speaking time, non-violent communication and a focus on finding flexible solutions).
My role requires me to be sympathetic but neutral, i.e. free from judgement or bias. I prepare the participants for the mediation individually and then facilitate their discussions, helping them to seek practical solutions that meet their specific needs. This is not a negotiation, but a constructive exchange aimed at finding common ground in order to break the stalemate and move forward.
As one participant in a successful team mediation put it: “We're making a fresh start and we're going to work together as a team again.”
If you would like to talk about this subject or find out how the information above can be applied in a particular situation, please contact me. As Ombud, my main purpose is to provide a non-official channel for conflict resolution, as well as to give impartial help and advice. My role is also to offer my opinion on the implementation of the Code of Conduct.
Thank you for your attention, and I look forward to seeing you soon.
Marie-Luce Falipou
I would like to hear your reactions and suggestions – join the CERN Ombud Mattermost team at https://mattermost.web.cern.ch/cern-ombud/.
The Ombud is available from Monday to Friday in Office 500/1-004 on the Meyrin site. To make an appointment, in person or online, contact the Ombud at ombuds@cern.ch.
More information can be found on the Ombud’s website: https://ombuds.web.cern.ch/