In most studies regarding the use of mediation, we find that managers appreciate the mediation process more than other employees. This phenomenon is commonly explained by the fact that the manager appreciates the more informal nature of mediation because he or she can "exercise" power more freely. However, recent research suggests that it is not the power relationship that would explain this phenomenon, but rather the feeling of uncertainty. So why do managers appreciate the mediation process more?
According to the study, managers possess more assets than other employees thus they are able to control or decrease the level of uncertainty surrounding the mediation process. Thus, managers generally have the final word on the agreement and have more resources to prepare their arguments. Employees having less control over the final outcome, are more vulnerable to uncertainty about the mediation process and therefore like it less. But how are employees affected by uncertainty?
It is important to realize that uncertainty is divided into two components: uncertainty about the outcome of the mediation and the uncertainty about the process of mediation. If managers have more control over the uncertainty related to the outcome of the mediation, the mediator may try to minimize uncertainty about the process for employees. To this end, three strategies drawn from my professional practice are particularly useful.
1. Use a caucus pre-mediation to explain the process and reduce uncertainty;
2. Take the time to explain the mediation process to the parties in basic terms with respect to your approach;
3. Always ask the parties' views on the next step of the process to give them a sense of control.
Although these strategies are particularly useful to account for moderate feelings of uncertainty for employees, it is important not to forget to also apply these strategies with the manager. Indeed, a problem of uncertainty should not be replaced by a problem of impartiality!
Reference
- Bollen, K.B., Euwema, M. and P. Muller. 2010. “Why are subordinates less satisfied with mediation? The role of uncertainty” Negotiation Journal, 26 (4), p. 417-433.
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