Resolving Dispute:

Mediation

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 Organizational Trends

·   Collaborative/ participative

·   Less top down

·   More bottom up

·   Flatness in structure

·   Team Orientation

·   Self-managed Worker

·   Ideas from shop floor

 1980’s Americans learn from Japanese

·  On strike, they wear armbands

·  Yet production continues

·  QCC Teams, bottom up

·  “Ne-ma-wa-shi” – informal talk

  before formal meeting

Tom and Peter’s “In Search of Excellence” heralds a change

in American Management

Mediation for dispute resolution is part of this transformation

Workplace Dispute

·        Employment – a relationship 

·  Special kind of relationship 

·  “Rights” versus “Interests” 

·  You still have to face each other 

·  “Keeping face” – Asian culture 

·        Key is in keeping relationships intact 

·  Solution has to be mutually satisfying 

·  “Good feeling” at work - important 

·  Timeliness – the secret for success 

·  Seek solution before hardening of opinions 

· Avoid “bad taste” in relationship

Secrets of a Mediator

 ·  Let “them” talk the talk – a lot, time and again

· Create trust, earn respect – critical success factor 

· Be impartial, stay neutral – never betray a confidence 

· Listening, listen, listen – don’t take sides 

· Be patient – remember “Time heals” 

· Clarify, confirm, re-affirm positions – critical phase 

· Explore common grounds – but let emotions cool 

· Do something? Raise questions – don’t offer answers 

·      Let them feel the solutions emerge from the talk – not you

 Roots of Some Disputes

      ·        One party thinks he or she has the legal right

·  Perception of a decision as “unfair” 

·  Breach of a rule due to necessity 

·  Interpretation – words:  new situation emerging 

·  Culturally grounded – “I am boss” mentality 

·  Bonus sharing formula – technical computation 

·      Perception of a superior being biased 

·  Perception of performance:  employee – supervisor 

·  Festering of misunderstanding – cancerous 

·  Cross-cultural misunderstanding – genuine

 The Journey

·      From “No” to “Maybe” then “Yes” 

·        Theory of conflict – why is there conflict? 

·   Individuals and their values, attitudes and beliefs 

·   Contextual theory approach – workplace culture 

·   First get disputants to table – power and influence 

·   Two critical phases  

  I- Willingness to mediate

(a) Context for talking

(b) Building bridges  

II Criteria for Solution

(a)   Options generating

(b) Recording Settlement

·        What are the Issues – clarifications? 

·   The positions – is it explicit? 

·   The interests – what is in it for him? 

·   Rights – do you require a lawyer? 

·        Handling strategy – be objective, kind, neutral 

o       Be unruffled by emotional outbursts, banging of tables or unruly behavior  

·   Techniques of dynamic listening – Empathize

o   “In other words”

o   Creating openness

o  Test “assumptions”

o   Probe-common grounds 

·    Final settlement – drafting skills 

o  Be specific

o  Clear language:

§  Who, what, when…

o  “Test” for ambiguity

o  Dated, signed by parties

Dù ¸n quan hÖ lao ®éng ILO/ viÖt nam

(VIE/01/52M/USA)

Gi¶i quyÕt tranh chÊp: Hoµ gi¶i

        Xu h­íng tæ chøc:

·        Cïng céng t¸c/ cïng tham gia

·   Tõ trªn xuèng

·   Tõ d­íi lªn

·    KÕt cÊu b»ng ph¼ng

·    §Þnh h­íng nhãm

·    C«ng nh©n tù qu¶n ly

·    Y kiÕn cña c«ng nh©n trong nhµ m¸y ®èi víi ng­êi qu¶n ly

      N¨m 1980, ng­êi Mü ®· häc tõ ng­êi NhËt:

·        Trong cuéc ®×nh c«ng, hä mang b¨ng tay

·   VÉn tiÕp tôc s¶n xuÊt

·   Nhãm kiÓm tra chÊt l­îng – tõ d­íi lªn

·   “Ne-ma-wa-shi” – cuéc gÆp nãi chuyÖn kh«ng chÝnh thøc tr­íc khi cuéc häp chÝnh thøc b¾t ®Çu.  

Tom vµ Peter trong “cuéc t×m kiÕm sù tuyÖt h¶o” b¸o tr­íc mét sù thay ®æi trong c¸ch qu¶n lÝ cña ng­êi Mü. Hoµ gi¶i ®Ó gi¶i quyÕt tranh chÊp lµ mét phÇn cña sù biÕn ®æi nµy.

Tranh chÊp t¹i n¬i lµm viÖc

·        ViÖc lµm – mét mèi quan hÖ 

·   Lo¹i quan hÖ ®Æc biÖt 

·   “QuyÒn” chèng l¹i “lîi Ých” 

·   B¹n vÉn ph¶i ®èi ®Çu víi bªn kia 

·   “Gi÷ thÓ diÖn” – mét nÐt v¨n ho¸ ch©u ¸ 

·        §iÒu mÊu chèt lµ gi÷ cho mèi quan hÖ kh«ng bÞ søt mÎ.  

·   Gi¶i ph¸p ®¹t ®­îc ph¶i tho¶ m·n c¶ hai bªn 

·   “C¶m gi¸c trong lµnh” t¹i n¬i lµm viÖc – mét ®iÒu quan träng 

·   §óng lóc – bÝ mËt cña thµnh c«ng 

·   T×m kiÕm gi¶i ph¸p tr­íc khi lµm chai cøng c¸c quan ®iÓm.  

·   H·y tr¸nh “thÞ hiÕu tÇm th­êng” trong quan hÖ

§iÒu bÝ mËt cña mét hoµ gi¶i viªn

 ·   H·y ®Ó “hä” nãi ra c©u chuyÖn – nhiÒu, nhiÒu lÇn vµ nh¾c l¹i

 ·   T¹o dùng niÒm tin, cã ®­îc sù t«n träng - ®ã lµ yÕu tè thµnh c«ng c¨n b¶n

 ·   H·y lµ ng­êi c«ng b»ng, v« t­, h·y ®øng trung lËp – kh«ng bao giê tiÕt lé mét c©u chuyÖn bÝ mËt.

 ·   H·y l¾ng nghe, l¾ng nghe vµ l¾ng nghe – kh«ng nªn ®øng vÒ phe ai.

 ·   H·y kiªn nhÉn – h·y nhí “thêi gian sÏ ch÷a lµnh mäi bÖnh”

 ·   G¹n läc, x¸c nhËn, x¸c nhËn l¹i quan ®iÓm – c¸ch nãi thùc tÕ  

 ·   Th¨m dß c¸c nguyªn do chung – nh­ng h·y ®Ó c¶m xóc l¾ng nguéi.

 ·   Ph¶i lµm g×? H·y ®Æt c©u hái – nh­ng ®õng ®­a ra c©u tr¶ lêi.

 ·   H·y ®Ó hä c¶m nhËn r»ng c¸c gi¶i ph¸p lé ra tõ c©u chuyÖn – chø kh«ng ph¶i tõ b¹n.

C¨n nguyªn cña mét sè tranh chÊp

·        Mét bªn nghÜ r»ng «ng/ bµ ta cã quyÒn hîp ph¸p 

·   Sù nhËn thøc vÒ mét quyÕt ®Þnh lµ “kh«ng c«ng b»ng”  

·   Vi ph¹m quy ®inh do bÊt ®¾c dÜ 

·   C¸ch hiÓu – tõ ng÷: mét t×nh huèng míi n¶y sinh  

·   NÒn t¶ng v¨n ho¸ –  tr¹ng th¸i t©m lÝ “t«i lµ «ng chñ”  

·   C«ng thøc chia tiÒn th­ëng – sù tÝnh to¸n kü thuËt  

·   NhËn thøc mét ng­êi cÊp trªn cã thµnh kiÕn  

·   NhËn thøc thùc hiÖn – ng­êi lao ®éng – gi¸m s¸t viªn  

·   Day døt v× hiÓu nhÇm – nhät ung th­ 

·   HiÓu nhÇm do sù kh¸c biÖt v¨n ho¸ - x¸c thùc

   Con ®­êng

·      Tõ “kh«ng” ®Õn “cã thÓ” vµ sau ®ã “®ång ý”

  ·        Lý thuyÕt xung ®ét – t¹i sao l¹i cã xung ®ét?  

·  C¸c c¸ nh©n vµ gi¸ trÞ cña hä, th¸i ®é vµ niÒm tin  

·  Ph­¬ng ph¸p tiÕp cËn lÝ thuyÕt theo ng÷ c¶nh – v¨n ho¸ t¹i n¬i lµm viÖc 

·  Tr­íc tiªn h·y gäi nh÷ng ng­êi tranh chÊp ®Õn bªn bµn – dïng quyÒn lùc vµ thÕ lùc 

·  Giai ®o¹n khã kh¨n  

   I - T«i s½n sµng ®Ó hoµ gi¶i

(a) Ph¹m vi nãi chuyÖn

(b) X©y dùng cÇu nèi  

    II - C¸c tiªu chÝ cho gi¶i ph¸p

(b)   T¹o ra c¸c ph­¬ng ¸n

(b) Ghi l¹i sù tho¶ thuËn

·        §©y lµ nh÷ng vÇn ®Ò g×? – H·y lµm râ? 

·  LËp tr­êng – cã râ rµng kh«ng? 

·  QuyÒn lîi – cã g× trong ®ã cho «ng/bµ ta? 

·  QuyÒn – b¹n cã yªu cÇu luËt s­  kh«ng? 

·  Tr×nh bµy chiÕn l­îc – h·y kh¸ch quan, ©n cÇn vµ trung lËp.  

o    H·y b×nh tÜnh tr­íc sù bïng ph¸t xóc c¶m, ®Ëp bµn vµ c­ xö kh«ng kiÒm chÕ  

·   Kü n¨ng l¾ng nghe n¨ng ®éng – th«ng c¶m

o        “Nãi mét c¸ch kh¸c”

o    T¹o sù cëi më

o    Thö nghiÖm “gi¶i thuyÕt”

o    Th¨m dß c¸c ®iÓm t­¬ng ®ång 

·  Gi¶i quyÕt cuèi cïng – kü n¨ng ph¸c th¶o

o       H·y cô thÓ

o   Ng«n ng÷ trong s¸ng:

§  Ai, c¸i g×, bao giê …

o   “Thö” xem cã sù m¬ hå hay kh«ng

o   Ghi ngµy, th¸ng, vµ yªu cÇu c¸c bªn cïng ký vµo v¨n b¶n