Motivating Change in Workplace Disputes
"The greatest discovery of all time is that a person can change his future by merely changing his attitude." - Oprah Winfrey
As a Mediator, seeking to support others in resolving their conflict, one of the most important ways I can help is by eliciting self-awareness so that an individual can understand why they might need to change the way they are responding to a particular conflict.
In every dispute I have worked with, one or more of the parties want change - usually in the other person. The only thing that they can control however, is change in themselves. For this reason, I have found it incredibly helpful to applying motivational interviewing techniques, particularly when preparing individuals for mediation and in supporting them reach a decision on the next steps.
In the context of workplace disputes, when asked to conduct mediations, it is my practice to conduct one on one conflict coaching sessions with the parties to the dispute before scheduling the mediation. Early engagement with a mediator is a useful step in the effective management of internal workplace conflict. It takes the pressure of managers and human resource staff to navigate escalated emotions and risk their own relationships in the workplace. In this context, as an independent third party, I am able to focus a conversation on how the individual sees themselves in the context of a workplace complaint. Ideally, before we commence the joint mediation, each party to the conflict have a clear idea of their objectives and are ready to take responsibility for making a constructive change.Â
 So what is Motivational Interviewing?
Motivational interviewing is a person-centered approach that emphasizes empathy, collaboration, and evocation rather than confrontation. By actively listening, expressing empathy, and guiding individuals towards exploring and resolving ambivalence, conflict resolution practitioners can create a supportive environment conducive to constructive dialogue and sustainable solutions. It has been practiced and proven successful particularly in the clinical addiction counselling space and is recommended to General Practitioners as an effective approach to influencing patient behaviour: RACGP - Motivational interviewing techniques – facilitating behaviour change in the general practice setting
How is motivational interviewing relevant to conflict management?
In the conflict resolution space, using technical such as motivations interviewing can be a powerful way to navigate challenging conversations and shift individual attitudes towards a particular situation, other individual or ideal outcome. Motivational interviewing strategies have been tested in the field of psychology to create an intrinsic motivation to change. In most mediations, I must also work on the intrinsic motivation of parties in a conflict towards change, resolution and rebuilding of fractured relationships.
How do you practice motivational interviewing?
Motivational interviewing is based on a very simple framework, which overlaps almost entirely with a mediation process and the mediator's role. It requires listening to understand (not to judge), having and conveying empathy and guiding individuals towards an understanding of themselves and others while making sense of barriers and uncertainty. These steps are key to effective dispute resolution in any context. The way in which motivational interviewing is done is capture in the simple OARS method that I have summarised below:
What are the benefits of using motivational interview techniques in dispute resolution?
In conflict resolution work, motivational interviewing techniques can be particularly effective in the following ways:
1.   Building Rapport and Trust - a foundation of trust is essential for creating a safe space where conflicting perspectives can be openly discussed.
2.   Exploring Motivations and Values - motivational interviewing encourages individuals to reflect on their core values, goals, and motivations underlying their positions in the conflict. By facilitating this exploration, conflict resolution practitioners can surface deeper insights that help identify common ground and shared interests.
3.   Resolving Ambivalence: Conflicting parties often experience uncertainty about their positions, oscillating between different perspectives and potential outcomes. Motivational interviewing techniques can help individuals resolve ambivalence by exploring the pros and cons of various options and clarifying priorities.
4.   Empowering Decision-Making: Through motivational interviewing, conflicting parties are empowered to make informed decisions based on their own values and priorities. By fostering autonomy and self-efficacy, conflict resolution practitioners can support individuals in reaching resolutions that align with their intrinsic motivations and aspirations. This is the key to long term successful conflict resolution.
Managing Emotions in Conflict
Motivational interviewing is my go-to approach when managing high emotions in a mediation or conciliation. In the context of responding to anger, I use this approach to help individuals explore and address the underlying emotions and triggers contributing to their anger, here's an example, of how I might use these strategies in conversation:
Shiv: You said that her conduct makes you really angry. Can you tell me more about what triggers these emotions for you?
Client: Well, I often feel overwhelmed and stressed at work, especially when things don't go as planned, and I suspect she is contributing to it.
Shiv: It sounds like work-stress is a big concern for you. (Intentional Silence)
Client: Yes, well I know my reactions are not helping the situation, but there's so much at stake at the moment, I can't seem to stop myself.
Shiv: I appreciate that there is a lot at stake for you at the moment. Thank you for taking the time to step me through it. What steps have you taken to raise this concern with her?
Successful and lasting conflict resolution requires patience, empathy, and a commitment to guiding individuals towards positive outcomes through self-reflection and mutual understanding. Motivational interviewing principles can enhance the effectiveness of conflict resolution efforts, promoting constructive dialogue and fostering harmonious relationships in a variety of contexts.
At the moment I am working with a number of government agencies and workplaces refine their internal and external dispute resolution processes to incorporate tools such as Motivational Interviewing into their practices.Â
To integrate these approaches to what might otherwise we a formal dispute resolution process, we have conversations about skills development, resource development and process review. If you would like to book a time with me to discuss your team's needs, please book here:Â Online Bookings | Shiv Martin
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