Home Health & Hospice Week

As a mediator, it’s your job to draw the map that leads from conflict to resolution.

Managing people — and their conflicts — can be one of the most challenging parts of your job.

After a merger between two rivals caused deep political tensions, CSC Consulting partners Tom D’Aquanni and Gary Taylor were asked to resolve the situation. They used these steps in their mediation sessions:

1. Resolve the past. You’ll never find resolution in the future if you can’t agree on what happened. Sit both parties down in a neutral space and have them explain their version of the problem. Ask for detailed responses to questions like, “Why do you feel let down?” If you’re one of the dissatisfied parties, do most of the listening instead of the talking. Then, have both sides acknowledge the problem, comment on it and apologize for their part in it.

2. Outline the future. Ask each individual to articulate her version of an ideal future relationship. What does it look like? How will the two parties communicate? Make sure both sides agree.

3. Implement the plan. Put their agreement into action with measurable communication systems. Encourage them to use e-mail to record their conversations. Then, meet with them periodically to evaluate the e-mails, check progress and set new goals as needed.