 INTERVIEW
WITH CAROL BOWSER, J.D.
as interviewed by Ann Jensen Warman
www.seattleguild.org/News_Archive/
WE: Describe your current position and/or business.
I am owner of Conflict Management Strategies, a company which
provides comprehensive conflict prevention and resolution
services. On the prevention side, we provide assessment and
training. Our training services extend to individual, group,
and intra-department education and skill development. We train
individuals at all levels of organizations to have those difficult
conversations, deal with "personality issues", and
resolve workplace disputes in a manner that maintains working
relationships, rather than destroys them.
The consulting arm of the company focuses on assisting companies
to better address the effectiveness of internal conflict management
systems and conflict and peer–to-peer core competencies.
Our mediation services provide client with an experienced
mediator when the dispute has escalated and an outside expert
is needed.
WE: Which industries does your company serve, and who are
your major clients?
Our target market is small (up to 100 employees) and midsize
businesses (100-500 employees) -- those that acutely feel
the pain of working relationships gone sideways.
In the past year, our client base expanded to larger companies
that have hired us in an effort to retain key employees. Additionally,
we have begun working with senior executives who want to increase
conflict and/or peer relations core competencies.
More and more companies are recognizing that the so called
"soft skills" translate directly to the bottom line
through increased employee job satisfaction, decreased of
employee turnover, and greater customer satisfaction.
WE: What do you see at the most significant new employment
trends this past year or so?
First, increasing recognition of the importance of "soft
skill' training. My favorite quote is "People don't leave
companies; they leave bosses." The inability of manager,
supervisors, even CEO's to deal with conflict is a huge factor
in employee job satisfaction and productivity. No one wants
to spend hours upon hours in a hostile environment or feel
disrespected at work. The mark of a good manager is the ability
to navigate through conflict and keep good employees.
Second, the increasing use of alternate dispute resolution
(ADR) methods such as mediation and arbitration. Many companies
require that employees and vendors agree to use ADR to resolve
disputes rather than going to court. I am a huge proponent
of ADR. However, I do see many people agreeing to ADR without
knowing what it is or knowing how to access the process.
Third, the increased use of independent contractors and temporary
employees. We are living in a competitive economy. Many times
it is just good business sense to hire temporary employees
or independent contractors.
As I see it, each of these trends allows the company to focus
on more effectively delivering their product to the marketplace.
WE: What employment trends do you foresee in the future?
Continued use of alternate dispute resolution and the need
for soft skills training.
WE: When did you first decide to enter this industry?
I have been a mediator and trainer for over 10 years. In
fact, I trained to be a mediator before entering law school.
After graduating law school, I represented both employers
and employees in discrimination cases and other matters surrounding
the rights and responsibilities created by the employment
relationship.
Frankly, the life of a litigator was not for me. Clients wanted
me to fix the problem—make it go away. Most of the time,
the problem came down to an issue of respect, not a legal
issue per say. More often then not, employees would say to
me if they [the employer] would have just listened to me,
I wouldn't be here talking to a lawyer." I thought there
had to be a better way. In fact, I knew there was. My training
as a mediator showed me the power of a skill based approach
to resolving conflict. That is when Conflict Management Strategies
began to form.
WE: What type of education did you have and how has it served
you?
I hold a Bachelor of Arts in International Studies from the
University of Denver and a Juris Doctorate (law degree) from
Seattle University School of Law. I am also a certified mediator.
My initial mediation training was 40 hour follow by a practicum.
I have over 250 hours of continuing education and attend professional
development seminars regularly.
WE: Who has been your greatest professional influence?
It changes weekly. I think back to all the great people that
I have worked with and learned from it is hard to pick one.
Today, I would say Natalie Armstrong, Founder and President
of Golden Media (www.golden-media.com), who taught me to be
an entrepreneur.
WE: What are your plans for the future?
To be on the speed dial of every Human Resources Manager,
VP, COO, CEO & CFO in the Pacific Northwest.
This week, I am developing trainings that tackle gender issues
in disputes. I recently presented "Conflict, Women and
Workplace- empowering ourselves, honoring others and making
peace." The companion workshop is now in development
"What Men Need to Know about Conflict, Women, & Workplace."
WE: How has serving on the boards of professional organizations
or doing volunteer work helped you further your career?
Absolutely! The majority of my initial mediation experience
was as a volunteer.The community mediation centers here inWashingtonprovide
excellent training and opportunities to mediate under the
auspices of an experienced mediator. The volunteer mediation
experience allowed me to gain invaluable experience.
Carol will be presenting at the "Leadership
Conference 2006:
MASTERING THE GEARWORKS: ENGAGING TALENT FOR HIGHER
PERFORMANCE" sponsored by the Human Resources Service
Center, NW on Tuesday, MAY 2nd, 2006 in BREMERTON,WA
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