Description
Conflict does not always have to be destructive.
In fact, we have learned that creating the right environment to be constructive with our perceptions on performance and our ideas for change can lead to innovation and growth – benefiting the customer, employees and the organisation.
This guide is provided for people taking on the role of mediator, to help prepare and facilitate constructive conversations between parties in conflict. It provides advice to the mediator about their style, communication, and the potentially different needs of conflicting parties. The aim is to help mediators create the right environment and approach to progress the conversation, clarify issues, reframe ideas and emotions and foster respectful action toward solutions.
For further information and guidance on this topic, please refer to OCB’s Capability Guide, Diagnostics and Conversation Guide for effective Conflict Resolution.
