Using Mediation in the Workplace

Using Mediation in the Workplace: How to Mediate Disputes between Colleagues - The Milan Systemic Approach

By Anonymous Author

Presented by: Dr. Larry Fong

This session was about the Milan Systematic Model of mediation (the Model)—an approach developed in Milan, Italy by a group of four psychologists—two researchers and two practitioners. It is a model that is based on the premise that a mediation can be conducted using only questions and no statements. This model is about pattern and form, as described by Dr. Fong. The Model has four basic pillars: hypothesizing, circular questions, neutrality, and strategizing. Dr. Fong presented on the first three pillars.

The Model posits that hypotheses drive good questions; thus, developing hypotheses about what might be going on between the two parties is a key component of the process. The mediator should have multiple hypotheses in their mind so that they can “flirt with a hypothesis, not marry it.” The hypotheses are tested by asking a series of questions. The “right” questions will encourage the parties to open up and talk more. A rule of the model is to not resolve the problem right away. In fact, asking each party to define the problem would move the process into positional bargaining.

The Model encourages the acknowledgement of feelings, but looks more at thinking. The theory is people are less able to make decisions when they are caught up in their feelings. The authors of this approach believe that emotions shouldn’t get in the way of a good solution.

Potential questions fall into several different categories:

Linear questions—straight-line, anecdotal
Relational, or circular, questions—questions of a difference that make a difference
Strategic questions—designed to get one answer, such as “yes,” “no,” “false” or “true”
Reflective questions—asking parties to ponder or reflect; hypothetical; about the future
Temporal questions—relating to past, future or present

This Model emphasizes circular questions that encourage clients to bring their attention to the future—where they can be, as opposed to where they have been.

A key to using the Model effectively, according to Dr. Fong, is to know how to be curious and respectful with the questions you ask. This will encourage clients to be more thoughtful, and lead to behavioral change.

This session was engaging and thought-provoking. Dr. Fong presented a video of an entire session using the model, which exposed session participants to a real-life example of the Model in action. Session attendees actively participated by posing hypotheses and possible questions at key points along the way, as Dr. Fong paused the video to discuss what was happening and what might work well as a next step. Dr. Fong presented a very informative and engaging session to the ACR community. If you would like more information about the Milan Systematic Approach contact Dr. Fong at lsfong@web.net or visit www.fongmediate.com.