Mediation in Organizations. The Example of ING Bank Śląski

The article has a research-based character and presents an analysis of the system of organizational mediation on the example of ING Bank Śląski, with a focus on the practical aspects of resolving interpersonal conflicts in the workplace. The author discusses two main approaches to mediation in organizations: the formal one, based on the provisions of the Polish Code of Civil Procedure, and the informal one, relying on internal organizational regulations. The theoretical part identifies the key challenges related to organizational mediation, with particular emphasis on issues of confidentiality, enforceability of settlements, and legal protection of participants. It is pointed out that mediations conducted outside the regime of the Code of Civil Procedure offer greater flexibility but do not ensure full legal guarantees. The aim of the study was to identify practical solutions and evaluate the effectiveness of the organizational mediation model implemented in ING Bank Śląski. The main part of the paper consists of a case study of ING, which has introduced a two-stage system of employee support in conflict situations. A central role is played by the Trusted Person – an internal mediator who, at the first stage, provides individual support and, if necessary, initiates a formal mediation procedure. The system is characterized by limited documentation, preservation of confidentiality, and clearly defined substantive and personal limitations. The originality of this study lies in presenting a unique solution in the Polish context that combines elements of formal and informal mediation. The research has a national scope and provides cognitive value both for the theory of organizational mediation and HR practice, highlighting the conditions for effectively supporting a culture of dialogue and cooperation.