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NCJRS Abstract

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NCJ Number: 98964 Find in a Library
Title: Intraorganizational Conflict Mediation - The Effects of Communication, Complaints, Compliance, and Confidence
Journal: Mediation Quarterly  Issue:7  Dated:(March 1985)  Pages:83-99
Author(s): C J Tripp
Date Published: 1985
Page Count: 17
Format: Article
Language: English
Country: United States of America
Annotation: This article discusses the mediation of conflicts between employees and clients of the Colorado Division of Rehabilitation (CDR), a publicly funded State rehabilitation agency; the discussion outlines the inhouse mediation perspective and examines some effects of the CDR's structure and operations on inhouse mediation activities.
Abstract: Some types of conflict between clients and employees (counselors, supervisors, and administrators) of the CDR did not require formal mediation assistance, i.e., conflicts growing out of daily organization routines that could be resolved through ordinary problemsolving and complaint procedures. The character of some conflicts, however, required formal mediation. In such cases, the CDR used the services of a special inhouse dispute resolution project, the Colorado Client Assistance Project (CCAP). The CCAP used a third party-mediation model to resolve disputes. Disputants were assisted in developing cooperative resolutions of their conflicts through mutually acceptable agreements. The CCAP inhouse mediators were part of the structure of the CDR. Accordingly, they encountered some aspects of the agency that enhanced their efforts and others that constrained them. Some of the agency activities that impacted mediation were bureaucratic communication, complaint processing, organizational compliance with mediation agreements, and the agency's sponsorship of CCAP mediation. Overall, the CCAP intraorganizational setting for mediation produced successful conflict resolution in most instances. Thirty-four references are listed.
Index Term(s): Colorado; Conflict resolution; Mediation; Program design
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