Why Employee Mediations Fail — and How to Get Them Back on Track

Many managers are aware of the upsides of mediating conflict between employees. But mediation can break down, and the authors’ research explains four reasons why that may happen. Being aware of these potential tripwires allows managers to watch out for them and devise strategies to navigate each. The authors offer four roles — beyond the standard mediator role — that managers can assume to limit the potential damage of a dispute and get it back on track. These roles are the medic, the referee, the fixer, and the counselor. In some mediations, a leader may need to play all four of these roles to move things forward. Other times, they may lean heavily into just one. The key is to assess which of the pitfalls the parties are at risk of falling into, and respond accordingly.