Workplace Mediation Blog

Managing Bad Customer Behaviour: Strategies For Frontline Workers

Raised voices, swearing, name calling. These are things frontline workers in service roles often find themselves dealing with. Whether it’s a disgruntled customer in a shop, a frustrated caller on a helpline, or a challenging guest at reception, these encounters are unfortunately all too common.  This article explores the prevalence of negative customer interactions, delves […]

How to Tackle Difficult Conversations in the Workplace (A Step-By-Step Guide)

Knowing how and when to have a difficult conversation is a vital skill for anyone in a workplace and is one of the key pillars of conflict resolution. The need to have a difficult conversation can arise for various reasons. A difference in values or perspectives, unmet performance targets, or disrespectful behaviour will, at some […]

Will workplaces be better in 2024? Here are 5 predictions.

As we bid farewell to 2023, workplaces are navigating a path forward, defining their future. In many ways, it’s been another year of workplaces finding their feet. Some continue to embrace the lessons and ways of working developed during the pandemic, while others are rolling back certain freedoms. As we head into 2024, I share […]

Promoting a Safer Workplace: NSW’s Respect at Work Strategy for Preventing Sexual Harassment

The NSW government recently released SafeWork’s NSW Respect at Work Strategy: preventing sexual harassment. It’s a comprehensive four-year plan to prevent and address sexual harassment in workplaces across NSW.  It’s a response to the landmark Respect@Work report by the Australian Human Rights Commission and the facts that: 1 in 3 Australians have experienced sexual harassment […]

10 Common Mistakes in Workplace Investigations…and how to avoid them

Workplace investigations have become integral to maintaining a productive and harmonious work environment. However, many organisations inadvertently make critical mistakes during the investigation process that can undermine the effectiveness of their efforts.  This article explores these common pitfalls while drawing insights from Sean Melbourne, the Executive Director of Source Workplace, who brings over two decades […]

How to recognise red and green zones for greater collaboration in the workplace

The terms Red Zone and Green Zone were coined by James W. Tamm and Ronald J. Luyet in their book Radical Collaboration. Collaboration is at the foundation of conflict resolution. When two people are aligned in their desire to collaborate, resolving issues is so much easier – in fact, it doesn’t feel like conflict.  Red […]

Workplace Deviance: Understanding, Preventing, and Resolving Toxic Behaviour

Manager criticising an employee

Introduction Workplace deviance refers to negative behaviours that deviate from organisational norms and can harm employee morale and productivity. This article will explore workplace deviance, its occurrences, and effective strategies to prevent and resolve such behaviour, including mediation, investigation, and conflict coaching. Understanding Workplace Deviance Workplace deviance refers to a broad spectrum of employee behaviours […]

How to Resolve Workplace Conflict and Foster Harmony – Insights from a Mediator

Conflict is an undeniable reality when people spend their days together in the workplace. It can arise between colleagues, permeate entire teams or emerge between managers and their employees. However, the challenges posed by workplace conflict can be overcome. In this blog post, we will delve into the intricacies of workplace conflict, uncover its root […]

The Art of Win-Win Negotiation: When Conflict Meets Cooperation

The Art of Win-Win Orientation

Conflict is an inevitable part of our lives, and the way we handle it can have a significant impact on our relationships, both personal and professional. Negotiation, in particular, plays a crucial role in resolving conflicts and reaching mutually beneficial agreements. But what happens when the win-win orientation is absent? In this article, we’ll explore […]

Beyond Surveillance: Prioritising Purpose for a Productive Workplace

What does the word productivity conjure up for you? Manual labour, physical output or efficiency? Pre-pandemic, it was easier to measure productivity (inaccurately) based on the time an employee spent at their desk. With most office-based employees working at least some time at home, many workplaces struggle with ‘productivity paranoia.’ This is despite numerous surveys […]