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Application of the "self-solve" process and its organizational impact / by Terrence M. Matthews.

by Matthews, Terrence M.

Conflict management

Business communication

Employee empowerment

v, 70 leaves : ill. ; 29 cm.

Advisor: Dr. David Pilati.

Committee members: Dr. Bruce Thompson, Joseph Papp.

Literature survey -- "Self-solve" process -- Thesis findings -- Thesis conclusions -- Implications for management -- Appendix A) Bibliography - B) Detailed description of "self-solve" process - C) Likert survey (long version) - D) Detailed results form survey 1 - E) Likert survey (short version) - F) Detailed results from survey 2 - G) Responses averaged by category - H) Peer mediation report forms.

The objective of this thesis is to prove or disprove whether Sidmond C. Williams’s dissertation, entitled “Self-Solve: Enabling Employees Through Conflict Self-Management,” is successful in a work environment. “Self-Solve” is a form of mediation that is applicable in a business setting for resolving interpersonal conflicts. “Self-Solve” uses peer mediators and a highly structured process to accomplish this.

In preparing to evaluate the merits of the “Self-Solve” process, my research efforts were directed towards establishing a “Self-Solve” mediation program at the organization where I am employed. The President of A&E Manufacturing Company allowed me the opportunity to conduct my research and thesis project at the facility. The thesis project was to last one year at which time the project would be evaluated. Employees were informed of the project by letter indicating that it was for a trial basis of one year and that it was part of my thesis research. The letter stated that the mediation program would be termed “Peer Mediation In The Workforce” and if successful, it would supplement our current progressive disciplinary policy.

A team of six employees throughout one company was selected and trained in the use of mediation skills. These people then became mediators within the company. They eventually conducted nine successful mediations over the twelve month period of this study.

A before-and-after survey of the company’s employees was conducted using the Likert management system survey. Likert’s Survey Number One (long version ) was given to each employee at the start of the project to establish a baseline for monitoring changes in organizational development. A second survey, Survey Number Two (Likert’s short version), was given to all employees at the conclusion of the project.

My thesis project produced several significant findings. The findings include the following: · All mediations undertaken were successful. · There were no reoccurrences of the problems encountered. · There were no other employee conflicts during the last six months of the thesis project. · There was greater employee involvement in projects. · There is evidence of increased problem solving skills by lower level employees within the organization. · The organization has become more participative as indicated by an analysis of the Likert Survey results.

The Likert Surveys show that our organization realized minor improvements in all areas (e.g., motivation, etc.) and that there was a definite movement from Likert’s System 2 to System 3 as a direct result of the peer mediation project. This means that our company is a benevolent-authoritative system and entering a consultative system. Employees showed a slight improvement in regards to the confidence in leadership and communications. There was no change in the perception of who employees believe to be making the decisions.

One conclusion of my thesis is that “Self-Solve” or “Peer” mediation is very successful at providing the basis for problem solving. It forces the disputants to solve their own problem(s) or fail and suffer the consequences for their action in the future. The implementation of peer mediation apparently altered employees’ perception of the company. In our case, the organization is beginning to gradually move towards a more participative environment. This is important because with this type of movement comes a greater ability to solve problems in the areas of relationships, interdependence, and cooperative relationships. The peer mediation program appears to be successful for our organization, its employees, and the working environment.

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