V2I5P105

Virtual Conciliation-Mediation: An Alternative Approach to Labor Dispute Resolution of the National Labor Relations Commission

Rhea May C. Estrellan^1*, Adonis S. Besa²

Abstract

This study aimed to assess the implementation of virtual conciliation-mediation as an alternative approach to labor dispute resolution, which is not traditionally part of the National Labor Relations Commission’s usual process. It employed the quantitative, descriptive-correlational method of research using a researcher-made survey questionnaire completed by one hundred twenty (120) clients who participated in the virtual conciliation-mediation process. The total sampling population was used due to the limited number of participants, ensuring the inclusion of all relevant perspectives. The findings showed that the overall result of the implementation of the virtual conciliation-mediation in terms of delivery, adaptability, and practicability was highly effective and efficiently met expectations. In terms of the level of client satisfaction, the study revealed that the clients are generally satisfied but identify minor concerns. While the virtual conciliation-mediation is helpful in the NLRC and its clients in labor dispute resolution, there is a need to improve the clients’ satisfaction. A correlation analysis revealed a significant relationship between the implementation and the client satisfaction of the virtual conciliation-mediation, although the strength of the connection was weak. Findings indicate that while the implementation has been effective on client satisfaction, other factors may also play a role or influence in shaping a client’s overall perceptions. Recommendations are provided for the implementation and client satisfaction. Improvement in the NLRC SRAB XII, ICT infrastructure, and technical support system in response to the findings enhances the overall experience. It makes virtual conciliation-mediation a more viable alternative to in-person labor dispute resolution.

Keywords:

Virtual Conciliation-Mediation, Labor Disputes Resolution, Delivery, Adaptability, Practicability