Applying mediation techniques to management situations

Yesterday I had my first day of mediation training with the Conflict Resolution Center. I’m not sure if I will apply to become a mediator or not, but I am enjoying brushing up on my listening and conflict resolution skills. There are a number of things I can take out of the mediation training and apply to management, without conducting a full fledged mediation process.

For one, I (like many managers) have a tendency to problem-solve when people come to me with problems or concerns, and I think in some cases it would serve both me and the person coming to me better if I practiced more active listening techniques instead. I know that this is best practice since if you can help an employee to find their own solution, the solution will work better and they will learn and grow. Plus the people I work with are all really smart and come up with better solutions than I could come up with myself in many cases. Sometimes its hard to remind myself not to problem solve though when I think I have the best answer.

In particular, here are some techniques for asking open ended questions that I could use at work with my employees: (If any of you are reading, I hope this doesn’t ruin the surprise.)

*Asking Open Ended Questions: What brings you to my office today? What is your major concern about the project?
*Asking Clarifying Questions: I’m not sure I understand. Could you say more about that?
*Reflecting Content: So the project is on track, and until recently all of the stakeholders were on board…
*Reflecting Feelings: You sound really frustrated/upset/pleased.
*Reflecting Values: External colleagues seeing that you are good for your word is important to you, is that right?
*Reflecting Body Language: I notice that your arms were crossed and you were pulled away from the table during our group meeting today. Can you say what you were feeling or thinking?
*Periodically Summarizing: So things have been getting worse between you and George.

Speaking of problems, here’s one I would not want to solve myself: a fire hydrant that burst in my neighborhood last year.

I have three more days of training in mediation over the next two weeks, so I’ll post more of my lessons in applying this mediation training for managers as I go.