3 out of 4 stars
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Mediation and Conflict Resolution by Allen May is a comprehensive non-fiction guide for managers to carry out the process of mediation to resolve a conflict in their workplace. Based in Texas, May is a Certified and Credentialed Mediator, with a B.A. and an M.B.A. in Leadership, both from Adams State University. The five chapters of his book detail the mediation process in a logical order, from defining mediation and its benefits, the nature of conflicts in the workplace, how mediation works, the mediation process, and sustaining the agreement reached. Within these chapters, we see such topics as how to work best with the parties involved in a conflict, the key qualities of a mediator, question-asking techniques, setting up the mediation meeting itself, and reaching an agreement satisfactory to all parties.
May's book is neatly structured and organised, its logical chapters broken into subsections which follow the mediation process step-by-step. Neatly labelled with their own headings, these subsections are generally brief and to the point, but still contain enough information for someone unfamiliar with mediation. Having worked in people management for many years, I learned many useful tips to apply to employees at my workplace. The author certainly seems knowledgeable about all aspects of the mediation process. The book has a wealth of useful information on how to run a mediation, from the transfer of information, personal temperament, confidentiality, and many other issues. It is a detailed guide for anyone unfamiliar with the process, even including information about the best physical environment for the mediation (furniture, colours, and textures) and access to food/drink and amenities, as well as addressing more serious concerns such as the safety of the parties involved if their conflict devolves into physical violence.
This is an excellent book which is let down by some poor sentence structure and many typographical and grammatical errors. It seems inconsistent at times, as the latter part is generally polished, while earlier sections contain some almost incomprehensible sentences. There are ten errors in the first 14 pages, including one in the subheading on the title page, suggesting this book needs professional editing. The English used is questionable at times, such as the use of the word "into" where only "in" would be grammatically correct (eg. "resulted into unhappiness").
Certain sentences are difficult to follow; for example: "The cost will even go high if your customers realize it." Relating to petty conflicts among employees costing time and money, this wording seems vague. It could mean: "The cost will be high if your customers realize there is a conflict between your employees" or "The cost will be high if you pass it to your customers." Another clumsy sentence that stands out is: "You may not realize that there is a reduced productivity in the occurrence of a conflict, but you will later realize that there is a reduced quality in the work that is delivered." I think this is far clearer as: "During a conflict, you may not realize productivity has reduced, but the work delivered may ultimately be of lesser quality." The latter both clarifies and shortens a badly tangled and overlong sentence.
Overall, Mediation and Conflict Resolution is a structured and detailed guide to resolving workplace conflicts, let down only by poor editing. For this reason, I give it 3 out of 4 stars. With the English errors fixed and some sentence restructuring, I feel this is a 4-star book. It is an extremely useful how-to guide, well-suited to any manager looking to resolve a conflict in their workplace.
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Mediation and Conflict Resolution
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