Mediation: An approach to resolving workplace conflict

Differences at work can happen and often have a negative impact if not addressed early.  

Mediation is a means of informal conflict resolution that supports organisations and employees. Mediation can be a powerful tool to help resolve problems and restore working relationships. It can be very useful where there has been a breakdown in relationships, a clash of personalities or a strong difference of opinion on work issues. In such situations mediation can enable both parties to see the other perspective and facilitate compromise.

Mediation is not for use in some situations, such as serious harassment complaints – which are best addressed through formal procedures.

The guiding principle for the effective use of mediation is that the parties enter the process voluntarily to seek and then implement an agreed solution.  

This guide sets out what mediation is and when it may be useful. It explores the critical success factors for its effective use, considers the differences between internal and external mediation, as well as the practicalities of selecting and training mediators for an internal mediation scheme.