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To Evaluate the Role of Mediation in a Financial Services Organisation in Dublin

Haskins, Niamh (2018) To Evaluate the Role of Mediation in a Financial Services Organisation in Dublin. Masters thesis, Dublin, National College of Ireland.

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Abstract

Aim
This study aims to evaluate the role of mediation in a Financial Services organisation in Dublin.

Background
As mediation is an emerging field and with the introduction of the new Mediation Bill in Ireland in 2017, interest in mediation as a form of alternative dispute resolution has increased in recent years. In a tight labour market, organisations need to identify new ways to retain current talent and to ensure they are leveraging off cost reduction methods, as well as keeping up with current trends, such as flexible working arrangements and the psychological contract.

Whilst we have seen an increase in use and success of mediation, it is apparent that this intervention comes at a later stage, when the parties have already reached an impasse. With the changing and developing managerial role in organisations, the author looks to explore whether there is any scope for a manager to possess mediation skills. The author will also explore the implementation of mediation in a financial services organisation and the role of the mediator.

Research design
The researcher adopted a qualitative research approach and conducted seven semi-structured interviews. The results of these were analysed using thematic analysis and compared with the results of previous work in this area (Bennett, 2014).

Findings
Six themes emerged from the research. These themes correlate to: timely intervention of mediation, internal and external mediators, introduction of mediation, success of mediation, cultural impact on conflict and finally line manager involvement. The findings suggest that whilst all participants interviewed had an understanding of mediation, there was an overall lack of awareness reported across the organisation with regard to mediation. The uptake of mediation, since the introduction of the policy in 2012, has been one case of mediation per year. An area for further training and awareness that was evident was that of the involvement of line managers in conflict. There is a strong case for increased line manager training to better equip managers to handle conflict and adopt some of the skills possessed by mediators.

Conclusion
The researcher found mediation is a very cost effective tool to be utilised across the organisation. The author identified gaps in training for line managers to be more equipped when managing conflict among staff. In supporting the evolving role of line managers, participants feel that the organisation needs to do more to equip them with the skills to manage these scenarios.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Conflict Resolution
H Social Sciences > HG Finance > Financial Services
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Conflict Resolution > Mediation
Divisions: School of Business > Master of Arts in Human Resource Management
Depositing User: CAOIMHE NI MHAICIN
Date Deposited: 24 Oct 2018 14:55
Last Modified: 24 Oct 2018 14:55
URI: http://trap.ncirl.ie/id/eprint/3319

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