What results will be achieved if this conflict is

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6. What results will be achieved if this conflict is managed efectively? Responses Mediation Mediation is a process in which an intermediary (a 3rd person) helps parties to negotiate a solution in a dispute. The intermediary can act as an impartial referee as they are not involved in the issue. Mediation is commonly used as a support mechanism for parties who are willing to come to a solution but have not been able to achieve a desired resolution on their own. In a workplace situation, mediation is advisable when communication has broken down or when it is important to preserve relationships. Mediation can help the parties to rediscover common links in the relationship rather than focussing on the diferences. The mediator needs to build trust, be professional and use excellent active listening skills. Additionally, they need to:
SIT Version 1 10 of 17 ©Futura Group 2016
- Have a strong belief that the people involved in the dispute can solve their problem - Have the relevant information needed for the process - Be able to keep the process flowing - Remain neutral and in control
Scenario 3 Feedback/comments S NYS Question 1 Question 2 Question 3 Question 4 Question 5 Question 6 SIT Version 1 11 of 17 ©Futura Group 2016
Scenario 4 A customer at your bar appears to have become drunk and disorderly. He is knocking over drinks, talking loudly and has begun arguing with a new staf member working next to you at the bar when she refuses to serve the customer. You notice that his behaviour is becoming increasingly threatening to customers and your fellow staf member, who is becoming frightened of the situation. 1. How might this situation escalate if you do not respond appropriately?
2. What actions will you take and what resources can you use to efectively address this situation and prevent escalation?

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