A method for mediating conflict among different mindsets

The tacit values of quality include tapping the creative potential of people, valuing their ideas equally, and viewing work as process--a series of steps that combine people, resources, and activities to produce a certain outcome. Mediation is a process that brings to the surface the creative thinking of people when differences, or conflict, exist among them. Mediation has the advantage--over arbitration, counseling, or negotiation--of seeking win-win outcomes that try to optimize the interests of all parties. This article seeks to provide healthcare leaders with a set of skills and concepts that will enable them to work through differences and achieve common ground. The mediation process, the characteristics of the ideal mediator, and the proper environment in which to conduct the dialogue are described. Lessons learned on how to creatively manage differing mindsets are enumerated.