Case Study 1 - Workplace Mediation

Peaceworks was approached by a medium-sized business (£3million turnover) in the Midlands to mediate a conflict between the CEO, John and the Marketing Manager, Susan. It had been ongoing for over two years and had led to plans being put in place for a total reorganisation of the management structure. Staff morale was low, and clients were disgruntled as a direct result of the conflict.

Susan always produced good results in her job, but had been accused of bullying and harassment by one of her staff. While this complaint was being investigated she had been temporarily suspended. An internal enquiry was held and although the accusation was not upheld the panel made recommendations that she undertake training in managing staff. As the allegations had not been upheld, Susan regarded these recommendations as sanctions and therefore refused to comply with them.

At Susan's annual appraisal, John rated certain areas as poor because of her lack of cooperation. Susan felt this amounted to victimisation and took out grievance procedures against him. During this period she became depressed and suicidal. John was under pressure from the board to bring an end to this matter and had felt the only way forward was to restructure the management, thus side stepping some of the issues that he felt were insurmountable. Susan saw this as another personal attack and pursued her grievance claim. The board of trustees requested that mediation be considered as an alternative solution to the expensive and protracted legal process that appeared to be the only other option.

Peaceworks mediators were employed and after initially meeting with Susan and John separately, they held joint mediation meetings with both parties. The mediation process enabled both parties to identify common interests, and to articulate to each other a desire to move on and grow from the experience of this conflict, both personally and for the organisation. With the support of the mediators, Susan and John moved towards a written agreement which enabled them to apologise to each other, resolve some of their issues and move towards cooperative working practices.

This mediation was so successful that four HR managers and a board member have since taken Peaceworks' training course. The organisation's Head of HR told us: "Working with Peaceworks has totally changed our HR climate...from bucket-loads of grievances to zero."