Page 135 - Communication in Organizations Basic Skills and Conversation Models

Communication in organizations 124

The opening phase
The mediator starts the opening phase by naming the reasons for the conversation. For
example, the mediator has been asked to intervene by the conflicting parties. Possibly
mediators have arranged the conversation themselves because they believe that the
situation calls for it. The mediator emphasizes the danger of escalation if the conflict is
not tackled and states that finding a solution together is in the interests of the organization
and the parties concerned. Then the parties are asked to cooperate and try to reach a
solution that is acceptable to both of them. There is absolutely no use in continuing the
conversation if one of the parties is not prepared to cooperate.
The mediator firmly proposes the ‘rules of the game’ for the conversation: for
example, allowing each other to finish, explaining views about the conflict in turn, not
getting personal, and only talking about the question under discussion. In summary, the
mediator makes use of his regulating skills by mentioning the reason and the aim of the
conversation, by a specification of the time scale and by giving structure to the
conversation.

The exploration phase

During the exploration phase the views of both parties are explored. The mediator first
asks one of the parties to give their opinion of the question. At this stage the other party is
not yet allowed to react. Then the other party may explain their standpoint. When both
views have been voiced, the mediator gives a summary and checks whether both parties
agree with it. After that both parties may react to one another. Parties should first ask
questions for clarification and subsequently mention the points in the other party’s story
with which they disagree. At this stage understanding each other’s viewpoints is
promoted and an opening is created for constructive resolution of the conflict.
The mediator plays an important role in clarifying each party’s opinions. By
summarizing what has been said, by furthering accuracy and by asking for concreteness,
the mediator can make sure that both parties have a clear picture of each other’s opinions
on the question. By asking the parties to translate their complaint into a wish, the
mediator can further the development of willingness to reach a solution.

The negotiation phase

The negotiation phase is characterized by the making of agreements. After what has been
discussed during the exploration phase, the mediator clearly summarizes the question
once again. It is possible that the conflict consists of several elements that are easier to
resolve one by one rather than the conflict as a whole. By first raising the earlier tabled
issues which can be easily accommodated, the mediator puts the parties in a position to
arrive at a solution. These small concessions bring the parties closer to one another step
by step and smooth over the rough edges.
The mediator has the task of stimulating the parties to come up with solutions to the
conflict and can be helpful by listing the pros and cons of the proposed solutions, thus
creating a clear picture of the various alternatives. Mediators can also suggest solutions
themselves if the parties are not in a position to do so.