ADR’s win-win tactics

Published Aug. 27, 2010
By John Stuart
Tinker Public Affairs

TINKER AIR FORCE BASE, Okla. -- It's not every day that you find individuals who like talking about other people's problems. But for the personnel of Tinker's Alternative Dispute Resolution Program, they thrive on conflict resolution.

For most civilian employees who call Tinker their professional home, conflict in the work place is a manageable occurrence. But on occasion, there are issues that need outside assistance for a resolution to be reached. For those civilians contemplating formal work-place complaints, they have the option of a different route before the costly, time consuming process. They have the option of ADR.

"ADR is designed to get involved as early as we possibly can, solve it as quickly as we can, improve working relationships if we can and get people focused back on the mission so they're more productive," said Terry Hirons, ADR program manager.

Mr. Hirons and his corps of 44 active mediators are there to help. They're also quite good at what they do. Of the 213 dispute resolution attempts made in 2010, the ADR mediators have facilitated the resolution of more than 83 percent of those.

Their job is simple in its description: create an environment that promotes respectful communication so that problems may be resolved. But it's easier said than mediated. They attempt this task through a process that emphasizes a "win-win" mentality -- a compromise that is about a "third alternative" instead of siding completely with one party.
"One of the biggest challenges in the process itself is getting people to focus on their interests or the 'why' of their complaint," Mr. Hirons explained.

But once options for compromise are revealed, often times the doorway to an amicable resolution is open.

ADR counselors meet with individuals one-on-one before bringing the conflicting parties together. Mr. Hirons stressed the confidentiality of the entire process, that what's said in the ADR sessions stay there. Additionally, if a resolution is not reached, the information gleaned in the ADR proceedings cannot be used in any other proceeding complaint processes.

In 2005 the Tinker ADR Program earned an Air Force level award for its outstanding excellence. The department has also earned an Office of Personnel Management Award for dispute resolution. Thirty eight of the mediators are certified through the Air Force Certification Program and as a group they've performed more than 2,500 mediations for Air Force and civilian entities.

"(The mediators) are the backbone of the ADR program. Without them it doesn't happen," said Mr. Hirons. "Our mediator expertise and experience is second to none and our program here has been a benchmark program for the Air Force."

"We always know there is going to be conflict, but I enjoy being a part of resolving that conflict and knowing they're happy when they walk out," said Kelli Anderson, a Level III certified mediator.

She's one of the many devoted mediators working to make the Tinker work-place more productive.

ADR personnel are also active in educating the Tinker public on how to prevent conflict before it gets out of hand. ADR staff members teach Interest Based Negotiation classes to new employees, supervisors and active duty personnel with the goal of empowering people from the start.

"Our goal is to put a tool into people's hands to help them prepare for critical conversations. And if they're prepared for critical conversations, hopefully they can resolve them at the lowest possible level," Mr. Hirons said.

While the ADR staff would like to work themselves out of a job, they realize in-office conflict does happen. But civilians should know where to turn if communication breaks down.

"We want people to know that we're an option," Mr. Hirons said. "We want them to work it out at their level first, but if they can't we're here to help."

Mediators