Mediation proves a useful workplace relations tool for Irish civil servants

Mediation offers an alternative to the administrative justice system for resolving interpersonal conflicts in the workplace. It can be a way to avoid an often drawn-out process with potentially serious consequences.

Ireland is one of few government employers that has adopted mediation as a dispute-resolution tool. Administered by the Civil and Public Service Mediation Service (CPSMS), services are offered through a formal system that is open to all public employees, regardless of level or status. Requests for mediation can be initiated by any HR department.

The service consists of a network of 30 mediators, covering the entire country and all areas of the administration. They are internal employees with mediation training who have been accredited by the Mediators’ Institute of Ireland and are given time away from their regular roles to mediate on a part-time basis.

There are guidelines governing the mediation process. It can be used to address disputes between colleagues or between a subordinate and superior, breakdowns in working relationships, issues arising from disciplinary measures, or allegations or harassment or bullying.

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The process begins with the employee, who submits a request to their HR department, which then assigns a mediator. Their role is be a neutral presence and help the participants reach an agreement or compromise. Both parties will be asked to sign off on the resulting contract, which is kept on file with HR, and agree to abide by its terms.

Under the mediation guidelines, participation must be voluntary and parties cannot be pressured into agreeing to an outcome they’re not comfortable with.

Recognising that hierarchical structures can often get in the way, the administration recently published a circular asking all managers to encourage and promote the use of mediation for resolving disputes.

The CPSMS also offers coaching services for managers, which several of its mediators have been trained for. If a department notices an area of conflict for one of its managers, they can be assigned a coach to help them address the situation before it gets worse.

While progress continues to be made, the Office of the Comptroller and Auditor General highlighted the success rate of mediation services (77% in 2019) in its most recent annual report.