Hill civilian first to complete mediator certification Published Nov. 7, 2006 By G. A. Volb Ogden Air Logistics Center Public Affairs HILL AIR FORCE BASE, Utah -- Hill's Alternate Dispute Resolution program manager is the first Air Force practitioner to earn a Level IV, Master Mediator certification -- the highest level of certification possible in the field. In her position, Mary Bishop provides professional insight into what many workers face at one time or another - conflict within the workplace. ADR provides informal options, such as mediation and basic interactive soft skills training, to help those experiencing problems before they escalate. According to Ms. Bishop, Hill is the first Air Force base to greatly expand the use of ADR as a preventative measure. "Initial efforts were reactive only, resolving grievances and EEO complaints, but a significant focus has been placed on proactive measures to identify problem areas and resolving conflicts before they result in formal complaints," said Ms. Bishop. The preventative process, she said, includes group facilitation and conflict coaching. "In fiscal 2006 we conducted 27 sessions involving 196 employees and their managers," she explained. "We help folks discuss difficult issues, and then work as a group to identify solutions." Efforts are made to coach participants on behaviors and skills that obtain more positive results in conflict situations. Ms. Bishop also provides continuing education and mentor training for Hill's collateral duty mediators. "The expertise of these mediators is crucial to the success of the ADR processes," she said. Sometimes, of course, it doesn't work out. "You can lead a person to 'water,' but they have to make the choice to drink," Ms. Bishop said. "Placing blame on the other party is often used as a justification by folks to not have to hold themselves accountable for their role in the dispute. In most disputes I've dealt with, both parties have contributed in some way to the escalation of the dispute." She said the challenge of mediation is that, "reaching a settlement is voluntary and mediators are bound to ethics such as the parties' self determination and neutrality. It can become very frustrating when participants are entrenched in their beliefs and strong emotions, unable to shift their thoughts and behaviors to more open-minded and collaborative methods. One advocate of her services recently said, "She really knows her stuff. Although mediation didn't change my situation, conflict coaching has done wonders for me. Now I try to think before I speak which has changed the dynamics between me and others. The air is definitely a lot less tense in the office. And I'm a lot less stressed." Ms. Bishop stated that many times a participant can remain so self focused it becomes impossible for them to see the situation from the other party's perspective. "Many people just can't let go of wanting to validate they are right and have things their way," she said. Being "right," she emphasized, may win the battle for the individual, but it rarely wins the war. "Wars are won through teamwork," she said, "which requires letting go of the strong desire to be right and embracing approaches that gain trust, acceptance and buy-in." Ms. Bishop, who's worked various positions on Hill for more than 30 years now, said that mediators can reach a level of "burn-out," especially when both parties are very strong willed and unyielding. "However, in cases where the parties are able to demonstrate empathy, find resolutions and leave shaking hands, it is very rewarding and makes it all worthwhile," she said. A Uintah, Utah, native, Ms. Bishop said she hopes to increase the number of Hill personnel who participate in preventative ADR processes. "To help the workforce learn that conflict does not have to be a negative experience," she said. "It can be a positive opportunity for getting to understand the people we work with better, learn new information, regain trust, respect and acceptance, and generate solutions that meet the needs of both parties."