In any workplace, relationships, authority, and influence extend beyond official organisational charts. Informal hierarchies naturally emerge, shaped by employees’ experience, charisma, expertise, or social networks. While these structures can be beneficial—facilitating collaboration, problem-solving, and mentorship—they can also become a source of tension, misunderstanding, and conflict.
When informal hierarchies challenge or contradict formal leadership, resentment may build among employees. Those who feel excluded or undervalued may harbour frustration, while individuals with unspoken influence might find themselves in challenging power dynamics. Over time, these conflicts can erode team cohesion, reduce morale, and ultimately impact productivity.
Mediation presents an effective, structured way to address disputes arising from informal hierarchies, fostering understanding and promoting a more harmonious working environment. Rather than resorting to punitive actions or managerial interventions that could exacerbate tensions, mediation provides a neutral, constructive space for all parties to voice concerns and find mutually acceptable resolutions.
The Root Causes of Conflict in Informal Hierarchies
Conflicts stemming from unwritten workplace power structures often arise from a variety of sources. Recognising these factors is key to resolving disputes effectively.
1. Unequal Recognition and Opportunities – Employees who are not part of the influential inner circle may feel sidelined when it comes to promotions, decision-making, or important projects. This can create a sense of injustice and professional stagnation.
2. Role Confusion and Authority Challenges – When unofficial leaders exert influence beyond their formal roles, it can undermine the authority of managers or lead to conflict when employees are unsure who to follow. This can cause inefficiencies and disrupt workflows.
3. Cliques and Exclusion – Strong informal networks sometimes result in exclusivity, where certain employees feel left out of important discussions, social interactions, or opportunities. This can cause morale issues and increase workplace divisions.
4. Communication Breakdown – Employees with informal influence may assume authority without properly communicating their role or intentions. This can lead to misunderstandings, resentment, or misinterpretation of motives.
5. Power Struggles and Ego Clashes – In some cases, personalities within the office may clash over perceived influence, with individuals competing for recognition, control, or resources. This often results in interpersonal conflicts that disrupt working relationships.
6. Resistance to Change – Informal structures form organically over time, and when organisations implement changes—such as new leadership styles, policies, or team structures—those with unofficial influence may resist, fearing a loss of status.
The Role of Mediation in Resolving Workplace Disputes
Mediation is a voluntary, impartial process that encourages individuals to communicate openly in a controlled, structured setting. Unlike formal disciplinary procedures or top-down managerial decisions, mediation focuses on dialogue and mutual understanding. A skilled mediator listens to the concerns of all involved parties and helps guide them towards a fair and practical resolution.
This method is particularly effective for resolving conflicts related to informal hierarchies because it allows participants to discuss grievances candidly, without fear of judgement or retaliation. It also ensures all voices are heard, including those who may feel overshadowed by dominant workplace figures.
Steps in the Mediation Process
Successfully addressing disputes through mediation requires a clear structure. The following steps outline how workplace mediation typically unfolds:
1. Identifying the Conflict – Before mediation begins, the organisation must recognise the underlying issues causing disruption. This can involve confidential discussions with employees or a review of workplace dynamics to assess key concerns.
2. Selecting a Neutral Mediator – The mediator should be an impartial individual, either an HR professional trained in conflict resolution or an external mediator skilled in workplace disputes. Their role is to guide discussions without taking sides or imposing solutions.
3. Private Pre-Mediation Meetings – Before engaging in joint dialogue, mediators often hold one-on-one sessions with each party to understand the nuances of their perspectives. This helps uncover underlying tensions while ensuring every participant’s concerns are considered.
4. Facilitated Discussion – During the mediation session, all involved parties have the opportunity to express their viewpoints. The mediator ensures the conversation remains constructive, encouraging clear communication while preventing emotional escalation.
5. Identifying Common Ground – By focusing on shared interests rather than differences, mediators help employees identify points of agreement. Whether related to professional recognition, respect, or clear role definitions, finding common ground builds the foundation for compromise.
6. Developing Practical Solutions – Participants collaborate on actionable steps to address the conflict in a way that benefits everyone. This might involve clarifying roles and responsibilities, establishing fairer communication protocols, or setting expectations around workplace interactions.
7. Formalising Agreements – Once an agreement is reached, it should be documented and shared with relevant parties. This provides accountability and ensures all involved individuals adhere to the commitments made during mediation.
Key Benefits of Using Mediation for Workplace Hierarchy Issues
Mediation offers multiple benefits when dealing with informal leadership conflicts in the workplace, helping to foster a more cohesive and collaborative company culture.
– Encourages Open Communication – Employees may hesitate to voice discontent in a hierarchical environment. Mediation provides a neutral space where they can express concerns without fear of repercussions.
– Preserves Workplace Relationships – Unlike confrontational approaches that can cause lasting damage to employee relationships, mediation promotes understanding and gives individuals a chance to rebuild mutual respect.
– Increases Team Morale and Inclusion – Addressing exclusivity issues within workplace cliques or informal power structures ensures all employees feel valued and heard, boosting morale and engagement.
– Prevents Escalation into Formal Disputes – If left unresolved, minor tensions can spiral into serious complaints or legal disputes. Mediation provides early intervention, preventing conflicts from reaching disruptive or costly levels.
– Strengthens Organisational Trust – Employees appreciate when their concerns are taken seriously and resolved fairly. Developing a culture that openly acknowledges and addresses workplace conflicts enhances trust in leadership and HR processes.
– Encourages Sustainable Conflict Resolution Skills – As employees engage in mediation, they acquire skills in active listening, negotiation, and problem-solving—equipping them to manage future disagreements in a more constructive manner.
Establishing a Culture of Workplace Mediation
While mediation is effective for resolving individual disputes, organisations benefit most by embedding conflict resolution into their workplace culture. Encouraging open dialogue, clear communication, and proactive conflict management reduces the likelihood of problems escalating in the first place.
Businesses can take the following steps to foster an environment where mediation is accepted and utilised effectively:
– Train Leaders on Conflict Resolution – Managers and team leaders should understand how informal hierarchies function and be equipped to handle disputes in a fair, measured way. Providing mediation and conflict resolution training ensures they approach issues with empathy and professionalism.
– Promote Transparency and Inclusivity – Employers should take proactive steps to ensure all employees feel included in decision-making processes, recognition programmes, and career progression opportunities. Addressing unconscious biases and workplace cliques supports a more equitable environment.
– Normalise Mediation as a Conflict Management Tool – Employees may initially see mediation as a last-resort measure. By integrating it into regular workplace discussions and conflict-resolution protocols, businesses help remove stigma and encourage open participation.
– Encourage Peer Mediation Programmes – In larger organisations, peer mediation can be an invaluable tool. Training select employees to act as mediators ensures conflicts are addressed early, before they disrupt teams or workflows.
– Establish Clearer Role Boundaries – While informal influence is inevitable, clarifying formal decision-making structures prevents power struggles. Clearly defined responsibilities allow employees to better navigate professional relationships.
Conclusion
Unspoken power dynamics exist in every workplace, generating both opportunities and challenges. While informal hierarchies can foster collaboration and mentorship, they can also lead to tensions that affect morale, productivity, and communication. Rather than allowing disputes to fester or resorting to punitive solutions, mediation provides an impartial and constructive method for addressing conflicts.
By encouraging open dialogue, establishing inclusive policies, and embedding conflict resolution into company culture, organisations can ensure that workplace hierarchies—whether formal or informal—support harmony and collective success. Mediation not only resolves current disputes but also equips employees and leaders with the skills to manage future challenges with fairness and professionalism.
