Joanne Claypole

IPOS Mediation -

Interview

Joanne Claypole, the Practice Manager at IPOS Mediation has allowed us an in depth look into the work of mediators, how beneficial they can be and the impact IPOS has on their clients. Joanne has a wealth of experience in the industry and she shares with us key take aways and advice including her own motivation to join the legal industry. Gain insight into the determination of someone in the industry, how diversity advancements have been taken and the work of a mediator.

Joanne, your role as Practice Manager includes various key roles to ensure a smooth and efficient streamline for the mediators and the cases, can you tell us how you got into this role and how you have honed your own skills in order to be such a vital part of the team?

My professional career to date spans across 35 years. I began my journey in the retail sector in customer service and sales floor management. I progressed to senior management level rapidly because sales, leadership and customer service came so naturally to me. I also spent part of my earlier career working as a civil servant on the frontline for what is now referred to as the Department for Work and Pensions. The skills I learnt here were invaluable because of the experiences I had included having difficult conversations and mastering the art of communication.

Mastering the art of communication is a lifelong journey that involves continuous learning, practice, and refinement. I am constantly practising active listening. I avoid using jargon or overly complex language and I try to understand the perspectives and emotions of others. Empathetic communication fosters trust and strengthens relationships. I believe it is important to express your thoughts, feelings, and needs openly and respectfully. I also seek constructive criticism from clients because this can help me to identify areas for improvement. In the workplace I like to encourage open communication and aim to create a supportive environment where my teammates and the mediators I work with, feel comfortable expressing themselves. I always stay curious and am open to learning new communication techniques. I read books, take courses, and observe effective communicators to glean insights and refine my skills. For me it is not about being perfect but striving for continuous improvement. A person should stay patient with themselves and celebrate individual progress along the way.

I graduated as a mature student with a University of Leicester degree BA Law (Hons) which led to my joining IPOS Mediation LLP in 2000 where my career has been spent in case and practice management. The role of Practice Manager at IPOS Mediation LLP involves a wide range of management and administration responsibilities, within the Mediation chambers. Key responsibilities span several areas and include Financial and Accounting management; office management; Human Resource management and Payroll management and Mediation Case Management and Operations. I believe the reason I can do such a variety of things is because I am incredibly adaptable. I never take anything at face value and always delve deeper into personalities and subjects. I care about client relationship management, and I never settle for second best. If I can’t give something 100% effort, I would rather not do it at all. For me, authenticity is the most admirable trait in a person. If I don’t feel that someone is being truly authentic, I tend to distance myself from them.

I am a dispute resolution service professional that makes a living by promoting the expertise of mediators. Civil and Commercial mediators are at the centre of the business I work in. I aim to add value to the professional Mediation Services that mediators provide by helping them differentiate and position themselves as an authority in mediation. Collaborating with the mediators on the IPOS panel is what I cherish the most about my role.

Can you tell us who or what motivated you to pursue a career in law and if you had any role models which influenced your decision?

School, up to the age of 16 was difficult for me. I suffered from mental health issues, including anxiety. At the time there was no where near as much awareness of mental health as there is now and so I didn’t really start to enjoy education and learning until the age of 18. I decided to study A level law at my local college. As soon as I began the course, I felt like I had found the one thing that made me happy. One of my tutors at A level, Mr John Morris, was the most influential person I had ever met, at that point. He supported and encouraged my love of the law. That is why I went on to university to gain a law degree. Unbeknown to me, Mr Morris was a tutor on my degree course. That familiarity helped me settle at university (and helped me understand trust law much better than I might otherwise have!).

How does IPOS benefit clients’ cases when they have not been able to reach a conclusion for potentially years, how does bringing in a third party create a better space to begin mending the dispute?

Bringing in a third party can create a better space to begin mending a dispute for several reasons:

A third party can offer a neutral perspective on the issue at hand. They are not personally invested in the conflict, which allows them to assess the situation objectively and offer unbiased insights. Mediators are trained in conflict resolution techniques. They can help facilitate productive discussions, guide the parties toward finding common ground, and assist in generating potential solutions. In many disputes, emotions can run high, making it challenging for the parties involved to communicate effectively.

A third party can help diffuse tension and create a calmer environment for constructive dialogue to take place. Sometimes, parties in a dispute may struggle to communicate directly with each other due to animosity or communication barriers.

A third party can serve as a communication bridge, facilitating dialogue and ensuring that each party’s perspective is heard and understood. Third parties can help shift the focus away from blame and toward finding mutually beneficial solutions. By reframing the conversation around problem-solving rather than assigning fault, the parties can work together more effectively to resolve the dispute. In situations where the disputing parties have an ongoing relationship, such as in a workplace or family setting, involving a third party can help preserve those relationships. The third party can help the parties navigate the conflict in a way that minimizes damage to their relationship and fosters mutual understanding and respect.

Overall, bringing in a third party can create a structured and supportive environment for resolving disputes, fostering communication, and ultimately, mending relationships.

IPOS Mediation covers various services such as, Civil & Commercial, Workplace, & Employment and more, which area of mediation seems to be the most in demand for clients and why do you think that is?

Civil and Commercial mediation is the strongest area that I work closest with. Commercial mediation is in demand for clients for several reasons: Compared to litigation, commercial mediation is often more cost-effective. It can save clients significant amounts of money on legal fees, court costs, and other expenses associated with traditional litigation. Mediation typically takes less time than going through the court system. Resolving disputes through mediation can lead to quicker outcomes, allowing clients to move on with their business activities without prolonged legal battles. In mediation, clients have more control over the outcome of the dispute. They are actively involved in the negotiation process and have the flexibility to explore creative solutions that may not be available in a courtroom setting. Mediation proceedings are confidential, which means that the details of the dispute and any settlement reached remain private. This can be particularly advantageous for businesses concerned about protecting sensitive information or maintaining their reputation.

In commercial disputes, maintaining business relationships can be crucial. Mediation provides a non-adversarial environment where parties can work together to find mutually acceptable solutions, preserving valuable business relationships in the process. By resolving disputes through mediation, clients can mitigate the risks associated with litigation, such as unpredictable outcomes, potential damage to reputation, and the emotional toll of prolonged legal battles. Mediation allows parties to tailor solutions to meet their specific needs and interests. This flexibility can result in more sustainable agreements that address the underlying concerns of all parties involved. Mediation has a high success rate in resolving disputes. Many clients are drawn to mediation because it offers a greater likelihood of reaching a mutually acceptable resolution without the uncertainty and expense of going to trial.

Overall, commercial mediation offers clients a cost-effective, efficient, and collaborative approach to resolving disputes, making it an increasingly popular choice for businesses seeking to resolve conflicts in a manner that is beneficial to all parties involved.

Over the years you have worked in the industry, how have you seen changes around diversity and how does IPOS ensure active consideration for social impact?

I would say that in recent years, the mediation industry has seen significant changes regarding diversity, both in terms of the mediators themselves and the parties involved in mediation. Whilst working for IPOS Mediation I have witnessed a growing recognition of the importance of diversity among mediators. Efforts have been made to increase the representation of mediators from diverse backgrounds, including different ethnicities, races, genders, sexual orientations, religions, and socioeconomic statuses. This diversity helps ensure that mediation processes are inclusive and culturally sensitive. There is a growing recognition of the intersectionality of identities and how they intersect to shape individuals’ experiences and perspectives. Mediators are increasingly mindful of these intersections and their potential impact on the mediation process. This includes considering factors such as race, gender, sexuality, disability, and socioeconomic status when working with parties in mediation. Mediation provides a platform for these individuals to have their voices heard and to seek resolution in a more equitable and empowering manner.

Can you tell us what It means to you to win this award, do you have any advice for other women who might be entering the industry for the first time?

Entering the commercial mediation industry can be a rewarding career choice. My advice would be to obtain formal training in mediation techniques and conflict resolution if you can. Seek opportunities to gain practical experience in mediation by observing experienced mediators. Networking is essential in the mediation industry. Attend conferences, workshops, and networking events to connect with other mediators, legal professionals, and potential clients. Building relationships with key stakeholders in the industry can lead to referrals and opportunities for collaboration. Commit to lifelong learning and professional development. Stay informed about developments in mediation theory and practice and seek feedback from colleagues and clients to identify areas for improvement. Reflect on your experiences and strive to refine your skills over time. Be patient and realistic about the challenges you may encounter along the way. Stay committed to your goals, remain flexible in your approach, and embrace opportunities for growth and learning as you navigate your career in commercial mediation.