In this interview I speak with…
Matt Connell
Currently:
General Manager People & Culture
Multicultural Community Services Geelong
Some of Matt's take away top tips:
Appreciating the skills of an Accredited Mediator:
- There is a difference between formal mediation and ‘having a chat’ with a staff member
- Being able to have a structured conversation as part of a formal conflict resolution approach
- The ability to listen effectively
- The ability to help parties reach resolution by using particular techniques
Why use an External Accredited Mediator
- Internal managers can be perceived as biased by the affected party/parties
- Accredited Mediators have the skills to support parties to reach resolution. Prompt resolution is necessary for productivity, employee morale, employee engagement and retention rates
- Consider for how long the issue has been affecting one or more employees and the business
- Consider the seriousness of the matter and the need for a formal agreement to be reached & documented
- For a ‘tough’ situation that could escalate to become a formal matter
- To assist with ‘external formal processes’ with external agencies (ie Commissions, courts etc)
- When internal staff don’t have mediation skills or internal mediation has not fully resolved the matter
Some of Matt’s other insights:
- It’s important to know why things didn’t work when you were trying to make things work
- Conflict resolution is not a quick fix
- People leaders should be skilled to have ‘the necessary conversations’ and know to keep files to demonstrate what has been done to try to ‘stop the situation’ from escalating
- People leaders should want to help staff resolve their workplace issues
- There is too much fear in conflict situations
Click here to connect with Matt on LinkedIn.