Charlotte is an accredited Civil, Commercial and Workplace mediator with specialist experience in adult care disputes and a commitment to finding positive solutions. Charlotte acts as a mediator and provides conflict resolution skills training within the UK. Her research findings on Court of Protection mediation have helped to shape the proposals for an independently evaluated Court of Protection mediation scheme.
As a solicitor and Team Leader for Legal Services at Wiltshire Council she provided specialist legal advice for over 15 years. She is an expert on community care services, mental health and mental capacity and Court of Protection law.
Charlotte is currently the Special Projects Team Leader at Wiltshire Council. One of her tasks is promoting the use of mediation across the organisation. She has developed an early resolution process pilot, successfully facilitated the resolution of a number of staff disputes in the workplace, with excellent ongoing outcomes. The success of pilot, has led to plans to make the resolution process a permanent procedure with the aims of improving communication, working relationships and wellbeing for individuals and teams.
Based on the resolution project, Charlotte has designed the Positive Resolution Process which she now provides throughout the UK as part of her mediation services.
Charlotte has successfully mediated cases involving a wide range of workplace issues:
rudeness and derogatory comments made to or in front of other colleagues
extended periods of sickness with work relationship conflict cited as a contributing factor to illness
incidents leading to breakdown in communication making working relationship difficult to manage
difficulties in working relationship causing significant upset and distress to parties
change in status of working relationship with a colleague being promoted and becoming line manager
improving work performance
Her unique approach supports clients with guidance, documentation, conflict coaching and bespoke exercises throughout process. This increases their awareness of the nature and impact of conflict, deepening their understanding about how the difficulties have arisen. With improved communication and clarity they are enabled to focus forward and reach an agreement to promote a rebuilding of trust, enhanced working relationships and a restoration of well-being.
2012-2015 volunteer mediator with Resolve West (formerly Bristol Mediation) co-mediating a variety of disputes between neighbours.
LLB (Exon) 1983, Certificate Human Rights and Civil Liberties 1999
ADR Civil and Commercial Mediator 2011
CEDR Workplace Mediation Conversion (2019)
Vice Chair of the Association of South West Mediators
A Review of the EGM Report (Jordans Elder Law Journal 2012)
Court of Protection Mediation Research: Where are we in the UK? (2019)
“From the perspective of the referrer, this was a very valuable intervention. With only a few sessions the staff involved were able to find their own resolution and move forward. There has been no repeat of the issues."
“Charlotte did a brilliant job and move the conversation from what had happened to how we both felt individually and allowed time to consider each other’s feelings. My manager and I have continued to reshape our relationship for the good of the service we support.”
"I used the resolution process to support a situation that involved a relationship breakdown between a manager and a member of staff following a grievance process. It was difficult to see how the two members of staff could recover an effective working relationship given the contact of the grievance process and the feeling that trust had been lost. The resolution process helped the two staff members communicate effectively and openly and focus together on a positive outcome."
"The experience of the resolution process has changed my view of conflict and given me confidence"