Transformative Mediation at Work: Employee and Supervisor Perceptions on USPS Redress Program

Abstract

The United States Postal Services (USPS) has implemented a nation-wide mediation program called REDRESS. The program uses the transformative model of mediation which prohibits the mediator from taking a directive or an evaluative approach in mediation, but instead requires that mediators seek to empower the parties and generate opportunities for recognition of each others’ perspectives. This study examines the perceptions of participants about procedural justice under the early implementation of the transformative mediation model by analyzing exit surveys. This study finds that a great majority of both employees and supervisors are satisfied with the mediation process and the mediators. This result holds even for employees whose disputes were not resolved at the mediation. In addition, this study finds that the mediation process and individual mediator performance are significant contributors to outcome satisfaction. Based on these results, this study concludes that the transformative model of mediation, which focuses not on resolving the immediate issue but on the empowerment and recognition of participants, is a promising alternative to traditional routes of dispute resolution in the public workplace.