In this article, we look at a real-life scenario (names and company changed for confidentiality) where mediation played an important role in de-escalating conflict, restoring trust, and ultimately enhancing productivity.
Sam faced an unimaginable personal crisis:
Sam’s mum was diagnosed with terminal cancer, with only 2 months left to live.
Desperate to spend precious moments with her, Sam requested every Thursday off. Alex, empathetic and supportive, championed Sam’s cause and approached HR to accommodate this heart-wrenching situation.
However, business realities collided with compassion. Due to regulatory constraints and risk management considerations, HR denied Sam’s request for dedicated time off. Instead, they recommended that Sam accumulate time in lieu. Alex, as the bearer of this disappointing news, found himself caught between empathy and organisational constraints.
Sam’s emotional response was intense. He felt let down, believing that Alex hadn’t fought hard enough for him. Trust eroded, and the once-solid relationship between manager and employee strained under the weight of unmet expectations.
Recognising the urgency, HR suggested mediation to bridge the gap, restore trust, and find a solution that honoured both Sam’s personal struggle and the company’s operational needs.
According to Conflict In The Workplace Statistics research, “49% of workplace conflicts are caused by poor communication,” highlighting the critical role of effective dialogue in conflict resolution. By facilitating active listening and encouraging empathy, mediation enables participants to see beyond their differences and find common ground.
CPP Global research shows that organisations with effective conflict resolution processes boost profitability by 22%, highlighting the practical benefits of promoting a peaceful work environment. By resolving their conflict, Sam and Alex not only restored trust between themselves, but also set a precedent for constructive problem-solving within their team.
During this mediation, Alex and Sam learned to consider the perspectives of others before passing judgement and learnt practical strategies to improve clarity and communication.
They re-established genuine trust and planned to meet informally over coffee in the future to discuss any emergent personal concerns that need each other's assistance. Alex and Sam were both happy to solve this conflict, and they have since enjoyed working productively together again.
In the workplace, personal challenges are inevitable. But when handled with compassion and open communication, they need not lead to conflict. Mediation isn’t just about resolving disputes; it’s about restoring humanity to our interactions. Sam and Alex’s story reminds us that sometimes, the best solutions emerge from understanding, not confrontation.
This article was written by Bruno Zadeh, an Accredited Mediation NMAS at PeopleSense by Altius.
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