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Mediator: Anna Doyle Reviewer: Treasa Kenny, Director of Accreditation, The Mediators' Institute of Ireland Date: 3 April 2009 The Mediators' Institute of Ireland is a professional Institute which does not assign mediators to specific cases nor does it evaluate the performance of mediators through direct client feedback. This Review included a self-declaration by the mediator of client feedback - both verbal and written. Anna Doyle is the Head of the Mediation Service at EUROCONTROL, the European Organisation for the Safety of Air Navigation with HQ in Brussels. This service was created by the Agency at the end of 2006 as a model of good practice in the workplace. It offers an alternative way of resolving the day-to-day conflicts and difficulties that inevitably arise in a large multi-cultural organisation and is intended to provide a neutral, impartial way of solving disputes through mediation. The approach is to involve both parties in discussion, ideally at an early stage, to prevent escalation of the problem. Anna encourages them to reach an amicable solution or to move forward to a position where the issues can be dealt with through normal HR processes. She then gives feedback on general lessons learnt through mediation via an Annual Reprot suggesting ways in which future diffuculties could be avoided and identifying possible improvements needed. All the clients who gave feedback on Anna's performance said they would recommend her to others who were considering using mediation. Her skills and ability were highly rated and there was overall satisfaction with the mediation process from results obtained by parties for whom she has acted as Mediator. Respondents indicated that most of the issues concerned were resolved through mediation and that they would be willing to use her services again. Those who used the Mediation Service also said they appreciated that it was accessible, approachable, independent, friendly and reliable and that the Mediator treated all sides fairly and impartially. Anna was regarded as a good listener, empathetic, discreet and tactful, showing patience and perseverance. People trusted the process and believed their cases were handled confidentially. The Mediator drew on her extensive professional knowledge and experience and was quick to understand the problems. This helped disputing parties to get a clear view of their options in difficult situations and also brought them new insight, on occasions, to enable them to broaden their perspectives. People valued the professional support given to them, especially appreciating the fact that this service was reaily available to them in their own workplace and was supported by their employer. Anna says that mediation offers a common sense approach to conflict resolution in a safe and trusted enviroment, combining the skill of a trained mediator. It is all about listening to people, understanding where they are at, helping them to get to the root causes of their conflicts and allowing them to address issues face-to-face with the persons they are in dispute with. This empowers them to resolve issues themselves, with the help of the mediator. They retain control over the situation, they decide the outcome and good relations are maintained or restored in a respectful way. In a world of increasing uncertainty, fraught with stress and anxiety, she believes that workplace mediation provides an oasis for people to address conflict, resolve it, learn and move on. No reportable negative comments have been received by The Mediators' Institute of Ireland in relation to Anna Doyle's mediation practice.
This feedback digest was last updated 5 May 2009.
This feedback digest was last updated 5 May 2009.