The Workplace Conflict Dilemma

You’re a busy manager with two employees who can’t stand each other. Their long-standing cold war is dragging down productivity and morale, and if things don’t improve soon, the situation will become unfixable.

It’s time to bring in your secret weapon—the mediator.

You know mediation works. The employees agree to participate, you engage a mediator, and before you know it, they’re smiling at each other. Success!

Then they hand you the agreement.

You read it, and your heart sinks. The agreement prevents them from doing certain tasks and shifts more responsibilities onto other staff. They might be happy, but the solution doesn’t work for the business as a whole.

What Went Wrong?

The short answer: you probably picked the wrong mediator.

In this case, the mediator focused solely on resolving the dispute between the employees without considering the broader implications for the organisation. The result? A short-term peace treaty that creates long-term operational headaches.

This highlights a critical point: as the employer, you—not the employees—are the client.

The Role of Workplace Mediation

Mediation is an effective tool for resolving workplace disputes. A skilled, independent facilitator helps people communicate their underlying needs and reach a resolution within an agreed framework. The process is:

• Quick

• Low-cost

• Confidential

• Without prejudice (meaning it can’t be used against anyone later)

Research, particularly from the USA, confirms the effectiveness of workplace mediation. In Australia, accredited mediators undergo rigorous training and must complete ongoing professional development.

Choosing the Right Mediator

Mediators often specialise in specific areas, such as family law, commercial disputes, or workplace conflicts. A mediator with expertise in family matters may not understand the nuances of business operations, just as a corporate mediator wouldn’t be the best fit for resolving personal custody battles.

For workplace mediation to be truly effective, you need a mediator who:

• Understands business operations and workplace dynamics

• Recognises the impact of agreements on the broader organisation

• Balances the needs of the disputing parties with the company’s overall objectives

The Bottom Line

Mediation can be a powerful tool for workplace harmony—but only if it’s handled correctly. The right mediator won’t just resolve conflict between employees; they’ll ensure the solution aligns with your organisation’s long-term success.