Scenario: Nancy - Mediation

[lindsay333]

Hi I'm struck with this quesion,can anyone help me? really appreciate it.
It's about a senario:
Alecia’s mum Nancy approaches you. “She’s always starving when she gets home from here” she said in an annoyed tone “I pay fees so she gets fed, and so she shouldn’t be that hungry when she gets home”. It’s now the following afternoon and you’re getting ready for Nancy to arrive. Consider you’ve gathered information seems to indicate that Alecia is being offered afternoon tea, but generally refuses to eat it. You consider it may be the timing of the meal, but also that fruit is generally on offer which Alecia doesn’t seem to want to eat. Staff have mentioned that Nancy has told them that they must force Alecia to eat even if she refuses saying “if I have to pay for it, she will eat it”.
Question: According to your service policy, if the resolution process didn’t achieve the results you are after, then mediation shouldbe used. Explain how mediation works and if you think it would be appropriate to use if Nancy doesn’t agree with theoutcome of the resolution process used to date.
MY answer so far: I will ask Nancy to write down what does Alecia eat at home for afternoon tea. Then I will get a copy to give our chef to serve these food for Alecia. I will also ask the staff who look after Alecia to observe and write down notes about how she eats these food.
I will follow up and monitor the outcome to confirm Nancy is satisfied and has received appropriate feedback.
But i really don't know how to answer this--Explain how mediation works and if you think it would be appropriate to use if Nancy doesn’t agree with theoutcome of the resolution process used to date.
can anyone help me? thanks a lot

[Lorina]

Here is some information on mediation that may help you with this question:

Resolving Workplace Issues

To answer this question, it sounds like you need to describe the mediation process and whether this process will work for Nancy...

Hope this helps,

,
Lorina