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-REAL WORLD RESPONSE- RESOLVING DISPUTES AT MARKS & SPENCER UK based retailer Marks&Spencer wanted a process how they will respond during the meeting. The medi- for its employees to use in identfying fair, mutually ator focuses on coaching each party to help them agreed upon, constructive conflict solutions in a safe reach a successful oulcome and de-escalating strong environment. It also wanted to enable employees to emotions. Afher a lunch breok the parties meet to dis- move forward after a conflict positively and confi cuss and resolve the dispute. dently. To accomplish these goals Marks&Spencer Mediation allows workplace problems to be decided to train a team of accredited mediators to addressed as early as possible to prevent escalation, provide dispute resolution support to employees and and helps to make dispute resolution less adversar- to embed mediation and informal dispute resolution in ial. By bringing the people involved in a dispute the company's culhure. The commitment of the compo together to explore what went wrong and what ny's CEO, Sir Stuart Rose, to mediation process was impact it had, employees' relationships with each essential to the adoption of mediation as the primary other can even be strengthened as a result of the dispute resolution process throughout the company. mediation process. By training a number of skilled The mediation process involves each party first separately talking with the mediator about the dis pute. They then meet with the mediator a second time to discuss what they will say to each other and mediators able to promote and offer mediation as an alternative to traditional formal grievance processes, a more healthy conflict resolution culture developed at Marks &Spencer. DISCUSSION QUESTIONS 1. 2. Have you ever experienced a dysfuntional conflict? What happened? Why Have you ever experienced a constructive conflict? What happened? How was the disagreement resolved? was the conflict not resolved earlier