Campus Location
Dallas Campus (Online)
Date of Award
11-2024
Document Type
Dissertation
Department
Organizational Leadership
Degree Name
Doctor of Education
Committee Chair or Primary Advisor
Andrew Lumpe
Second Committee Member or Secondary Advisor
Kipi Fleming
Third Committee Member or Committee Reader
Jose Perez
Abstract
Organizations implement conflict management systems to manage the various types of workplace conflict. Mediation is a form of alternative dispute resolution that resolves disputes without the need to go to court. The United States Postal Service (USPS) has a workplace dispute resolution program known as REDRESS® (Resolve Employment Disputes Reach Equitable Solutions Swiftly) that is used to mediate employment discrimination complaints. As a result of the pandemic, REDRESS® complaints have been mediated using Zoom. Nonverbal communication may be limited when mediating parties participate in online mediation. This qualitative case study examined the personal, lived experiences and perceptions of USPS employees who participated in online REDRESS® mediations regarding their perceptions of nonverbal communication and its role on trust in the online mediation process. Participants included managers and complaining parties who were asked about their lived experiences with online and in-person REDRESS® mediations. The materials used were semistructured interviews and field notes. Study findings indicated that research participants had limited ability to observe nonverbal communication and the nonverbal communication fell into two categories: facial expressions and body language. The findings reveal that managers were less trusting of the online mediation process than counselees (complaining parties) and preferred in-person mediation. Though managers were less trusting of the online mediation process, both counselees and managers believed the online mediation process was effective in providing a forum for disputing parties to communicate and discuss issues. Study findings also revealed that counselees believed the online mediation process helped improve working relationships. Counselees reported no barriers to observing nonverbal communication in their online mediation experience, while managers reported barriers such as device issues or challenges with technology, which they overcame by being patient or relying on verbal communication. Consequently, the USPS is urged to take appropriate steps to ensure that all REDRESS® participants have adequate equipment/technology, Equal Employment Opportunity specialists have proper training for using Zoom, test runs are conducted to ensure that all parties can access the Zoom platform correctly prior to the mediation, and Equal Employment Opportunity specialists and mediators are trained on the importance of nonverbal communication in the online mediation process.
Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.
Recommended Citation
Curtis-Jones, Tammye, "The Role of Nonverbal Communication on Trust in Online Mediation: A Case Study of the United States Postal Service REDRESS Mediation Program" (2024). Digital Commons @ ACU, Electronic Theses and Dissertations. Paper 835.
https://digitalcommons.acu.edu/etd/835