Mediation Works Dispute Resolution Services and Training

(From Community Connections - A MassHousing Community Services Update, Vol. 3, No. 1, January 2006)

TAP Member Benefit
TAP members now have access to mediation services through a contract with Mediation Works Incorporated (MWI). Through this new benefit, TAP member sites now have a more effective way to manage conflict. Mediation services provided by MWI will give residents and other parties dealing with conflicts a neutral venue to discuss their issues, generate options, and work toward mutually agreeable resolutions.

Case Study
A manager of a TAP member site was experiencing conflict between 15 residents. Gossip amongst these residents had escalated to the point where hurtful comments and malicious behavior were interfering with the well being of all residents and creating an uncomfortable living environment. Attempts by staff, through monthly meetings and individual conversations with residents, failed to stop the gossip.

Because of this new mediation benefit, the site manager was able to contact MWI for assistance. MWI arranged for two mediators to meet with staff and the residents to conduct a group facilitation. The 15 residents and three staff members joined the mediators in the facility’s common room. The tables and chairs were arranged so that everyone could see each other. Following introductions, the mediators explained their neutral role and the role of the residents in determining their own resolutions. The residents generated ground rules for behavior in the meeting, including speaking one at a time and being respectful of others.

The mediators then helped the group discuss the issues behind the gossip. They explored why gossip was so prevalent at this residence, what people gained from being a gossip, and how gossip negatively impacted the atmosphere within the building. The residents created a list of issues behind the gossip, alternatives to gossip, and possible “do’s and don’ts” for behavior when in the common room. Mediators recorded key points on flip charts and posted them on the walls around the room.

At the end of the three-hour mediation, the residents expressed satisfaction with the evening session in spite of their earlier doubts. Residents felt they had been heard, and some residents expressed understanding that change around gossip must first start with them.

The mediators provided management with copies of the flip charts representing the work of the residents. The site staff then posted the residents’ list of behaviors in the common room. The list described how to treat others with respect — including avoiding snide remarks, respecting differences and paying attention to one’s own body language.

Outcome
Two weeks following this facilitation, copies of the flip charts were distributed to each participant and the list of desired behaviors generated by the residents hangs in the common room. The site staff reports to MWI that all is quiet at the site. They did find the facilitation to be valuable and effective. Staff agrees they cannot call the change in behavior a coincidence.

MWI Services
If you are interested in utilizing or learning more about mediation, facilitation and/or consulting services as a TAP member benefit, please contact Linda McMahan, MassHousing, at 617-854-1084, or Tad Mayer, Associate Director of Facilitation Programs, MWI, at 617-973-9739 x26. Information is also available at www.mwi.org/masshousing.

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