Listening is a skill I’ve spent years working on, and one particular workplace mediation taught me just how powerful -and occasionally ridiculous -it can be when you get it right. I was called in to mediate a heated dispute between two colleagues over, of all things, a stapler. Yes, a stapler. At first glance, it […]

In today’s workplaces, the balance between privacy and accountability is more important and complicated than ever. With the rise of advanced technology, employers now have unprecedented access to employee activities. But where do we draw the line between monitoring for safety and performance and respecting an employee’s right to privacy?  A Case in the Headlines: […]

Introduction Workplace conflicts are inevitable, but how they are handled can significantly affect an organisation’s overall health. Mediation has emerged as a powerful tool for resolving disputes, promoting a harmonious work environment, and avoiding costly litigation. This blog delves into the best practices for implementing mediation in the workplace, the benefits it brings, and a […]

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 […]