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Blažo Nedić: Medijacija kao način upravljanja sporovima u poslovnom okruženju

Blažo Nedić, Advokat, Regionalni medijator Svetske banke [1]

Svaka organizacija suočava se sa konfliktima u svom radu. Sukobi su sastavni deo odnosa među zaposlenima, kao i svakodnevnog poslovanja sa partnerima, dobavljačima, podugovaračima, korisnicima usluga i klijentima. Pre ili kasnije svako od nas je direktni ili indirektni akter nekog konflikta, sukoba ili spora u radnom okruženju. Međutim, od načina na koji upravljamo konfliktima zavisi da li će sukob eskalirati i dovesti do trošenja ljudskih i materijalnih resursa, ugroziti međuljudske odnose i produktivnost, ili će problem biti prevaziđen u ranoj fazi, na konstruktivan način, uz očuvanje i unapređenje međusobnih odnosa, poslovnog ugleda i reputacije na tržištu.

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Medijacija, kao jedan od oblika vansudskog, alternativnog rešavnja sporova (ADR[2]), prisutna je u našem pravnom sistemu još od 2005. godine kada je usvojen prvi Zakon o posredovanju – medijaciji. To je proces rešavanja sporova u kome treće nepristrasno i neutralno lice koje nema mogućnost donošenja odluke, medijator, pomaže u pregovorima radi postizanja međusobno prihvatljivog rešenja kojim se spor okončava. Jednostavnije, medijacija je pregovaranje uz pomoć trećeg lica od poverenja.

 

Poslednjih decenija svedoci smo dramatičnog povećanja primene medijacije i drugih ADR metoda u odnosu na tradicionalni, sudski, način rešavanja sporova, pa tako u SAD više od 98% imovinsko-pravnih sporova dobije svoj epilog van suda.[3] Od Amerike preko zapadne Evrope, a poslednjih godina i u našem okruženju, medijacija dobija primat, pre svega zbog svoje fleksibilnosti, brzine i pristupačnosti, a najviše jer stranama u sukobu vraća kontrolu na ishodom spora. Pred sudom ili arbitrom jedna od strana sigurno gubi, dok medijacijom svi dobijaju.

 

Medijacija svoju najveću primenu nalazi upravo u sferi privrede. Ovo stoga što proces medijacije, zasnovan na principima poverljivosti i samoopredeljenja strana u sukobu, u visokom procentu slučajeva (preko 90%) omogućava pronalaženje rešenja uz očuvanje i unapređenje poslovne saradnje, reputacije na tržištu, kao i značajne finansijske uštede. Privredni sektor ima posebne koristi od primene medijacije kao alternative skupom, dugotrajnom i neizvesnom sudskom postupku. Ovde ne treba zaboraviti da troškovi jednog spora ne obuhvataju samo direktne sudske i advokatske troškove, već i ogromno ulaganje ljudskih resursa u dugotrajno rešavanje spora pred sudom. U Srbiji je prema istraživanju Svetske banke, potrebno ukupno 36 različitih procedura za prinudno izvršenje ugovorne obaveze, što u proseku traje 622 dana i košta 39,6% od iznosa glavnog potraživanja [4]. U toj situaciji medijacija otvara mogućnost za korporacije i privrednike da brže, jeftinije i efikasnije upravljaju kako internim tako i eksternim sporovima.

 

2021. godine sprovedeno je opsežno istraživanje kompanija sa liste “Fortune 1000”[5], sa ciljem ispitivanja stavova i iskustava privrednika vezi rešavanja sporova. Rezultati analize pokazali su promenu u korporativnoj orijentaciji i opšti pomak od sudskih ka alternativnim metodama, kao i dramatično pomeranje od arbitraže ka medijaciji. Istovremeno, istraživanje je pokazalo rastući trend za ranim upravljanjem konfliktima, što uključuje i korišćenje fasilitacije, pregovaranja i rane neutralne evaluacije. Kompanije sve veću pažnju posvećuju izboru trećih neutralnih strana koje pomažu u prevazilaženju i rešavanju sukoba, dok je primetno i povećanje sofisticiranosti učesnika u postupcima alternativnog rešavanja sporova.[6]

 

Upravljanje internim sporovima – konfliktima među zaposlenima u najranijoj mogućoj fazi je veoma značajno, jer su ovakve situacije za kompanije veoma osetljive. Ovo predstavlja poseban izazov, ne samo za službe ljudskih resursa, već i za menažere koji treba da promovišu i obezbede zdravu klimu i podstiču saradnju u svojim timovima. Od njih se očekuje da primete narušene odnose i potencijalni sukob pre eskalacije, koja preti da poremeti timski rad i poslovanje. Upravo zbog toga, još u ranoj fazi sukoba, neformalnim, pozitivnim pristupom, te ohrabrivanjem na dijalog putem medijacije, može se brzo i efikasno doći do rešenja bez pravnih posledica. Kako se zbog značaja komunikacijskih veština u savremenom poslovanju, često govori o menadžerima komunikatorima, u narednim godinama mogao bi se dodati i epitet – menadžer medijator.

 

Propisi u Srbiji daju pravni osnov za razvoj prakse medijacije u privredi. Zakoni iz oblasti finansijskih usluga otvorili su prostor za primenu medijacije u osiguranju i bankarstvu, dok je Zakonom o stečaju takođe predviđena mogućnost medijacije i prilikom raspravljanja osporenih potraživanja. Privredna komora Srbije formirala sopstveni Centar za usluge i posredovanje u okviru koga se nude usluge medijacije kao i posredovanje u procesima sporazumnog finansijskog restrukturiranja. Medijacija je u poslovnoj sferi u Srbiji verovatno najzastupljenija u oblasti rešavanja pritužbi za zlostavljanje na radu (mobing), dok novi Zakon o zaštiti potrošača, u delu koji počinje sa primenom na proleće 2022. godine predviđa obavezno učešće u procesu “vansudskog rešavanja sporova”, na predlog potrošača.

 

Ovde svakako treba dodati i Singapursku konvenciju o medijaciji kojoj je Srbija pristupila 2019. godine, i koja će, kada bude ratifikovana, omogućiti efikasno izvršenje međunarodnih trgovinskih sporazuma proisteklih iz medijacije, što će svakako doprineti većoj sigurnosti za kompanije i međunarodne investitore, kao i unapređenju međunarodnih trgovinskih odnosa i razvoju globalne privrede.

 

Međutim, iako je potencijal ogroman, kapaciteti medijacije u privrednom sektoru u Srbiji nisu ni približno dovoljno iskorišćeni. Broj medijacija je mali, a kompanije se još uvek nakon neuspešnih direktnih pregovora, najčešće za rešavanje obraćaju sudu. Iako se pojedine kompanije suočavaju sa povećanim brojem pritužbi, retki su primeri sistematizvanog pristupa uspostavljanja internih službi za rešavanje sporova sa klijentima, ili sukoba između zaposlenih. Korporativni pravnici i eksterni advokati se još uvek primarno opredeljuju za sud, umesto za medijaciju, što je svakako neuporedivo duži, skuplji i neizvesniji put za rešavanje bilo kakvog spornog odnosa.

 

Postoji nekoliko jednostavnih načina za privrednike da povećaju primenu medijacije i time unaprede svoje poslovanje i upravljanje situacijama sukoba, pomenućemo samo neke:

  • unošenje klauzula o obaveznom pokušaju rešavanja spora putem medijacije u sve ugovore;
  • edukacija zaposlenih, a naročito pravnih i HR službi za rano prepoznavanje i upravljanje konfliktima, kao i za osnovne tehnike i veštine medijacije;
  • podizanje kapaciteta korporativnih pravnika i advokata za pregovaranje i zastupanje privrednih društava u postupcima medijacije;
  • formiranje službi za medijaciju i internih (in-house) medijatora u većim kompanijama i privrednim društvima, koji bi preventivno rešavali interne sporove i sukobe između zaposlenih;
  • formiranje lista medijatora pri privrednim komorama i drugim profesionalnim udruženjima;

 

Ovakve i slične mere, dovele bi, s jedne strane, do povećanog poverenja korisnika i šireg korišćenja alternativnih metoda za rešavanje sporova u privredi, a sa druge, do povećanja efikasnosti privrednih sudova, a samim tim i do unapređenja poslovnih odnosa i stvaranja podsticajnog okruženja za razvoj privredne aktivnosti u celni.

 

[1] Advokat i medijator, IMI sertifikovani medijator, Regionalni medijator Svetske banke, medijator UN-a i fasilitator EBRD-a  za Srbiju, LLM in Dispute Resolution, Pepperdine University, California

[2] ADR – Alternative Dispute Respolution, eng. (prim.aut.)

[3] “Resolving Disputes – Theory, Practice, and Law“, Folberg, Golann, Stipanovich, Kloppengerg, 2010.

[4] World Bank Doing Business Report 2020 https://www.doingbusiness.org/en/data/exploreeconomies/serbia

[5] http://en.wikipedia.org/wiki/Fortune_1000

[6] http://papers.ssrn.com/sol3/papers.cfm?abstract_id=2221471

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