We are currently living in very unusual times indeed, a time of social ‘Distancing, Isolation and Quarantine’ (‘DIQ’)
The national anxiety almost seems palpable, as so many people, encouraged my media reporting, primarily focus on all the negative consequences and impact of the Corona virus.
This is, of course, completely understandable but we must also remind ourselves that we have a choice about how we think and feel about what is happening in our country, at the moment.
One way might cause us to feel anxious and powerless whilst another way might cause us to feel more purposeful (if that is a word), positive and self empowered.
As I think about my own family, friends and business, it occurs to me that had the country and world been struck down by this virus 20 years ago, the psychological and emotional effects on u all would have been a great deal worse, without the ability to remain connected with each other and able to work and communicate, on a variety of online platforms.
Some of the many beneficiaries, at the moment, will of course be the online providers such as Skype, Zoom, Whats App and Google hangouts, all of whom provide the lifeline of ongoing face-to-face communication.
But they need not be the only beneficiaries!
As we all ‘lock our doors and pull up our drawbridges’ many families can continue to communicate with each other and many businesses can continue to do business, despite the ‘DIQ’ times we live in.
Traditionally, in the field of conflict resolution, which is my business, many people shy away from online mediation for many reasons although one common reason often cited is a general discomfort with technology.
I completely recognise that although many people may be comfortable Skyping a member of their family they might not be so comfortable talking to a mediator and their ex-spouse or work colleague, with whom they are in dispute, and to do so through a screen.
Unfortunately, many thousands of people still have disputes to resolve and conflict to overcome.
The world of conflict resolution does not stop because physical contact stops.
In response to this continuing demand for ways to communicate we all need to be thinking about how we can help our clients and customers make best use of the technology and services we offer, without coming into physical contact.
In our world of conflict resolution we are now offering all our clients whether they are in Leeds, Bournemouth, Plymouth or London, the opportunity to have an initial call with a mediator to discuss how online mediation might work for them during which time the mediator explores their concerns, technical ability and checks the equipment they have available to them, such as a mobile phone, notebook or iPad, laptop and a desktop.
In addition, our mediators offer their clients the opportunity to spend 10 to 20 minutes or so online, on a one-on-one basis, to check that their equipment works and to ensure that they feel comfortable so, when the time comes for the mediation to start, they will feel more confident and prepared.
The mediator ensures that each person is left with a clear picture and sense about how it will all work for them, when the mediation starts.
We have found that this initial pre-mediation ‘two step technical process’, which we call our ‘tech check’, builds our client’s confidence in their ability to work the technology and communicate with their mediator and each other online.
Our experience to date has been very good, with more and more of our clients making use of this service and successfully resolving their issues online.
We commend this approach to all our colleagues, in whatever field of business they are working.
As I reflect on how communication technology has progressed over the last 20 years, I thank goodness that this technology exists for us all to benefit from. It is now down to us all to make the most of this opportunity have been given.