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Conflict management > Conflict management - Pg. 109

Conciliation, Mediation and arbitration 109 Mediation is useful in a wide variety of conflicts, particularly in the com- plaint situation, at the point when emotions have eased enough that the parties can begin to negotiate. It achieves an impartial and fair outcome. Where mediation adds value Mediation can add value in a number of complaint situations: when there is deadlock around a complaint; when there are difficult factual issues; when the issues are complicated by a strong emotional element; when publicity is not desirable; when continuing the relationship with the customer is important; when the organization would prefer the customer not to refer the complaint to independent arbitration. Mediation gives people the chance to air their grievances. Intense conflict tends to generate misunderstanding and suspicion; many of these evaporate when the parties are able to express their views. When mediation is not appropriate Mediation will not be successful if: The complaint is very serious and the customer is still too upset to discuss the situation. The customer wants to keep the conflict going. You suspect that mediation is going to be used to escalate the dispute. The complaint issues are, in your judgement, insurmountable. Conflict management As we have seen, in any complaint situation, there is a degree of emotion. High emotions lead to potential conflict situations. The role of the mediator in these situations is to attempt to work with the other person to find some solution that fully satisfies the concerns of both parties.