Solving Problems and Transforming Relationships
研究联邦调解员在劳资关系中如何运用问题解决、变革性和双焦点三种调解模型，发现双焦点方法最有效，强调同时关注关系与具体问题。
Mediation is rapidly becoming the dispute resolution technique of choice in public administration. This researche xamines the ways in whichfeder al mediators approachdis pute resolution in labormanagement relations. The analyses are based on semistructured interviews that were conducted with 15 mediators at the Federal Mediation and Conciliation Service (FMCS). Mediators’descriptions of the mediation process are evaluated withr espect to three models: problem solving, transformative, and bifocal. Given the success of the FMCS at mediating a widening variety of disputes, the results of this study should generalize to other dispute resolution contexts. Practical implications of this research are as follows: (a) Mediators should adopt a bifocal approach, simultaneously attending to overarching relationship issues as well as the concrete, immediate issues in dispute; (b) the parties to a dispute must be actively engaged in the mediation process; (c) conflict resolution and collaborative problem solving is a long-term affair; and (d) public administrators involved in dispute resolution and collaborative problem solving should be prepared to take small steps.