Mediation: concepts, applications, and practice

¶ … difficult to fight the right mediation approach in this case. In part, both John and Terry have arguments in their favor and one can note that both were very civil in their presentation, praising the other's qualities at the beginning of their statements. Beyond that, it seems less a case of differences between generations and more a case of an employee who cannot process and implement the instructions he receives from his superior.

This is something that John himself understands. He says that Terry is impatient with the fact that some of the older employees, with less experience with computers and technology, are not able to properly use the new systems. He argues not with the fact that Terry has not given him time to learn and understand (in fact, she has sent John to several training seminars on this topic), but with the fact that some of the employees have not been using computers all their lives, like Terry.

John also does not seem to be able to implement the instructions he receives regarding the use of an electronic calendar and other similar ones. It is unclear whether he is technically able to do so or whether he is used to an entirely different system and has no capacity to adapt to the current technological challenges and the new approach that the company is implementing.

Terry appears committed to the company objectives, something that she mentions in her statement. In her defense, the first questions she will have to answer to the company management will not be about how well she gets away with John, but about how well she has managed her division so as to maximize the company's profits.

Looking at John's claim that Terry was "demanding and impatient," this does not appear the case. As previously discussed, John has been sent to different training sessions and courses, but his work has not improved, nor his commitment to applying the decisions that management made. His own statements, including that Terry's management style is not suited for the company, seem biased: what empowers him to judge that, other than the fact that he has been with the company for such a long period of time.

With that in mind, the mediation should work out in Terry's favor, but in a way that will not affect John, given his experience, history and loyalty to the company. John seems to use his credentials with the company, resulting from his loyalty and the many years he spent with them, to his advantage, but in a sense where he is not able or willing to adapt to the new, modern requirements of the market. He does not seem to have the appropriate approach, to at least try to embrace the novelty and abide by the decisions and what needs to be done.