Graham's Services
I know that every workplace is different, which is why I offer bespoke solutions that are tailor-made to fit the specific needs of each client. My strategies are designed to create a collaborative environment where all parties can come together to discuss grievances and find a mutually satisfactory solution. With my extensive experience and expertise in dispute resolution, I believe that my practical solutions can help you to manage conflicts and restore harmony in the workplace.
If you’re dealing with a difficult situation at work — tensions that won’t ease, relationships that feel strained, or team dynamics that are beginning to feel toxic — you might be wondering:
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How do I get through this without making things worse?
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Why is this affecting me so much?
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What should I say — and when?
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How can I manage this and keep the relationship intact?
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Is there even a way forward?
Conflict coaching offers a safe and supportive space to unravel these thoughts and regain control.
The Structure of the Resolve model recognises that the issue of managing difficult conversations requires specific skills and emotional intelligence. It also requires an understanding of the context in which the conversation has arisen, and knowledge of the communication process that needs to be followed, if it is to be successful. Resolve is orientated around work-based scenarios where a problem has arisen, a change is required, performance is not as good as expected, or a working relationship is not as productive as it could be.
Workplace Mediation
What is Workplace mediation?
Workplace mediation falls under the heading of an alternative approach to dispute resolution. It is effective in resolving disputes or disagreements without resorting to formal grievance or disciplinary proceedings.
The mediation process depends upon confidential discussions facilitated by an independent, impartial, and neutral third party. The mediator manages an effective, open and purposeful exchange enabling both parties to engage constructively towards achieving a shared agreement.
What is the role of the mediator?
A mediator operates as an impartial and independent third party, facilitating all aspects of the mediation process. Their role is to create a psychologically safe environment and to manage a structured process where all parties can express and voice their feelings, needs and concerns about specific issues.
Rather than imposing solutions, they enable effective communication between the parties so they understand the nature of the dispute, explore potential solutions, and reach an agreement on best approach to resolving the dispute. They hold a neutral position when guiding and influencing the conversation in an empowering manner, ensuring it is constructive and focused on finding ways forward.
Overall, a mediator's role is to enable positive and constructive communication, nurture shared understanding of the issues, and guide the parties towards a resolution that meets their needs. This approach helps avoid costly and adversarial legal proceedings.
What is the mediation process?
Before the mediation can start, an organisation must first decide on the suitability of mediation as a conflict resolution appraoch. Given the voluntary nature of the process, both parties must consent to participate and demonstrate a willingness and a desire to improve the situation.
An independent trained mediator is selected to oversee the mediation process They will require the organisation to accept the confidential nature of the process. Organisations must understand the confidential nature of mediation, which encourages a psychological safe environment that supports employees to fully engage in the process.
The mediator meets separately with each party, either in person or online, to gain an understanding of their context, perspectives, concerns and desired outcomes. This allows the mediator to understand root causes of the conflict and prepare a personalised mediation approach.
A structured mediation session, facilitated by the mediator takes place at an appropriate time and venue where all parties meet and discuss the issues honestly and respectfully. Each party has the opportunity to speak openly and without interruption. The mediator, focusing on open communication and active listening, identifies the roots of problems and explores collaborative solutions for future working relationships.
Having reached an agreement, where the needs and interests of both parties are met, the mediator drafts a document outlining the terms and commitment of the resolution. This document is signed by the parties involved, signalling their intention to abide by its terms. If no agreement is reached, the mediator may offer recommendations regarding further steps towards resolution.
The mediator discusses with both parties the extent to which the agreement's details can be shared outside of the mediation, and the procedure for doing so. Generally discussions within mediations are confidential and cannot be used in any future proceedings.
The mediator will follow up with the parties involved to ensure compliance with the agreement's terms. The ongoing support aims to ensure successful implementation of the resolution.
When is it appropriate to use mediation?
Mediation is a flexible tool that can be applied at any stage in a dispute or disagreement. From cost-effective point of view, and in terms of maintaining the integrity of relationships, early intervention is ideal since entrenched views built up over a protracted period become harder to address. In addition, resolving conflicts significantly reduces the risk of escalation.
For this reason, although mediation is often used to rebuild relationships after a disciplinary or grievance process, it is better employed as an alternative approach before any formal measures are pursued. Early use of mediation can prevent formal complaints being made, leading to significant savings in time and resources, while ensuring relationships stay intact.
Within the workplace, mediation works effectively to resolve:
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communication problems
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accusations of bullying and harassment
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significant differences in personality
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relationships that have broken down
When is mediation not suitable within the workplace?
In certain situations, mediation may not be a suitable course of action; the severity of the dispute or behaviour may necessitate a more fmoral response. Individuals wishing to make a serious complaint should be familiar with the organisation's grievance procedure. Allegations of discrimination or harassment typically need formally addressing through a disciplinary investigation and hearing.
What are the benefits of mediation?
Cost effective - Mediation is usually less costly than litigation and arbitration since it requires less resources such as legal fees and court costs. You won't lose hours of lost productivity and management time while you conduct investigations and hearings.
Fast and effective solutions - The whole mediation process can be set up quickly and administered over 3 separate meetings in a week, or as little as 2-3 days depending on employee availability. This significantly reduces the stress and emotional strain of long, drawn out investigations.
Preserves the integrity of relationships - Since mediation focuses on collaborative problem solving rather than adversarial approaches, it serves to preserve relationships between parties, making it suitable between team members, managers and their staff, and between employees.
Mutually agreeable resolution - The mediation process empowers parties to find suitable solutions. Each party takes control for their own actions as they work to address the issue, as opposed to tribunal processes where judgements are made.
Flexible approach - The mediation process is flexible, can be customised, solutions tailored to the needs and interests of both parties are more likely to be sustained.
Confidential - The confidential nature of mediation ensures sensitive information discussed during the process remains private. This confidentiality leads to more open and honest communication.
Implementation- The empowering nature of the process, where parties actively help build and shape the agreement means they are more likely to comply with agreed terms, reducing the risk of further disputes or staff leaving the organisation.
If you consider that mediation is an appropriate approach to improve a workplace scenario, please complete the form below and you will be contacted shortly.
Workplace Mediation
Please complete the form to request further details from Graham Norris about starting the workplace mediation process
Conflict Coaching
Struggling With Conflict At Work? You Are Not alone.
Conflict appears in many forms and can be a clash with a colleague, growing tension in your team, or communication breakdowns. Once established, it feels as though it is taking over your day. You may well find yourself replaying conversations in your head, worrying about the next meeting, fearing how the exchanges will go, all of which eat up time and energy as you try to find a way forward.
In your situation, it might be out in the open, loud and disruptive, with pressure from others to “fix it” quickly. On the other hand, it might be quieter but just as damaging; decisions are put on hold, communication dries up, and the productive working environment you once had now leaves you feeling anxious, frustrated, or stuck.
If you're feeling drained, are uncertain about your next steps or unsure how to proceed, that’s exactly where conflict coaching can help.
Imagine Having Time To Think - Without Judgement or Pressure
You don’t need another person telling you what to do. You need space to think clearly, talk things through, so you can make a plan you feel able to put into practice.
Conflict coaching gives you that space. It’s a one-to-one, confidential process where your concerns, pressures, and goals are accepted and acknowledged. Together, we’ll focus on what matters most to you:
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Reducing your stress and anxiety
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Rebuilding communication and trust
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Feeling more confident and in control of the situation
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Getting your work — and your team — back on track
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Learning practical tools to handle conflict differently in the future
You Don't Have to Tackle This Alone
As a trained mediator, team coach, and conflict coach, I understand how tough it is to face conflict, especially when you're juggling the demands of your role and feeling like there’s no clear path forward.
I won’t offer you a generic formula. Instead, I’ll work with you to:
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Understand what is really happening — and why it feels so difficult
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Clarify what you want to change and the outcomes that are most important to you
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Create a plan to take positive and purposeful steps forward
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Develop strategies to make the best use of your strengths
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Learn how to communicate in ways that deescalate tension and create momentum
Next Steps And Guarantee
If you are ready to move to the next stage, you can:
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Read my blog post on how conflict coaching works
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Book a free 30-minute consultation to talk through your situation and explore next steps
And for peace of mind, my work is backed by a money-back guarantee: if you don’t see improvement, you won’t pay a penny.
Conflict Coaching
30 min