Chapter 13: Mediating Conflicts between Parties
ANSWERS TO TRUE/FALSE QUESTIONS FROM THE TEXT
1. F (It is better to conduct mediation away from the worksite, if possible.)
ANSWERS TO MULTIPLE CHOICE QUESTIONS FROM THE TEXT
1. c
SUGGESTED ANSWERS TO DISCUSSION QUESTIONS FROM THE TEXT
1. One benefit of having the manager mediate a dispute between employees is that he or she
probably has a good understanding of the parties’ needs and interests, the specific issue at
2. Encourage students to discuss their scenarios and challenges openly with one another and to
3. As discussed in the section on “Setting the stage for mediation,” your ability to mediate a
dispute may be greatly affected if one or both parties do not trust you. If this distrust is based
SUGGESTIONS FOR THE CASE FROM THE TEXT
Case: Mediating a dispute
Starting tips: Whether you select the first role-play option (three students to role-play in front
of the whole class) or the second role-play option (pair students in groups of three to role-play in
small groups), be sure to give the students at least 10 minutes to prepare for the role-play. Each
Desired outcomes: As you engage in a discussion of the case questions, identify the various
solutions that the students role playing Joe, Fred, and Sally came up with to resolve their
conflict. How where their interests reconciled so they could work together on a project? If the
Suggested summary: Students should gain an increased appreciation for the value of and need
for engaging in formal mediation processes, when warranted. For many, the idea that a manager
TEST QUESTIONS
True or False questions (each worth 1 or 2 points)
__F__ 1. Jeremiah threatened Mariah, causing Mariah to feel unsafe. She informed their
supervisor, Anthony, about her concerns. Anthony decided he would attempt to
mediate the situation to see why they weren’t getting along. Mediation is appropriate
in this instance.
Multiple Choice (worth 2 or 3 points each)
a. Another supervisor asks you to mediate a dispute between two employees that she
manages.
b. Two employees that you manage are having difficulty working together. You
have evaluated one employee more favorably than the other based on superior
work performance. Neither employee has received recent discipline.
c. An employee that you manage is in conflict with an employee that another
supervisor manages. The other supervisor is upset with her employee and defers
to you to mediate the issue.
b. Two employees are arguing over a trivial issue. You believe disciplining one of
them may be appropriate because you believe he instigated the argument.
except:
a. Remind the other party of the ground rules if he or she is not following them.
engage in mediation. To encourage the employee to engage in mediation, you should
do all the following except:
d. Respond to the party’s legitimate concerns about meeting with the other party.
Short Answer essay questions (each worth up to 10 points)
1. Describe the process and goals of storytelling in a mediation process, and the role the
manager plays in facilitating storytelling.
Answer:
Storytelling allows each party in the dispute to tell his or her story in full. A party’s story
The manager must ensure that each party has the opportunity to tell his or her story in full
With respect to the party telling a story, the manager can ask clarifying questions to help
the party fully convey the story. When doing this, the manager must be careful to guide the
2. State three situations in which it may be appropriate to hold a separate meeting with one of
the parties during mediation.
Answer:
The text provides the following examples:
To discuss how to manage confidential information. In private, the manager can
To help someone calm down, vent privately, or reassess how his negative or hostile
behaviors are affecting his ability to negotiate objectively. A private conversation may
be necessary to avoid embarrassing the party by calling out his inappropriate
behaviors in front of the other party.
To discuss the validity and feasibility of proposals made. For example, if a party
To tone down the rancor of an overly aggressive party and build up the confidence of
To help a party express feelings and thoughts that she is unable to express in the joint
Upon the request of a party. The manager should grant such a request, unless she
To confer with a co-mediator. It may be necessary to call for a short break so
3. Write a set of ground rules that you believe would be helpful to the employees you manage
as you begin a mediation process.
Answer:
The text provides the following list:
Be open and honest and have an open mind toward each other and about solving the
problem.
Each party will have the opportunity to speak and feel that he or she has been heard.