When people think of mediators, they often imagine an old man or woman in a black robe, sitting behind a table and calmly asking participants to explain their problems and work towards a compromise. But as anyone who has been involved in conflict resolution knows, this isn’t quite how it works.The primary role of a mediator is to assist disputing parties in reaching a mutually agreeable solution to their dispute. This is accomplished by listening carefully to each party and helping them to understand each other’s perspective. A skilled mediator will also encourage creativity and explore options that fall outside of the parties’ initial understandings.These skills are applicable in a variety of professional settings, but they are particularly important for mediators who work with employees in the workplace. Conflict between workers and management is common and often has a negative impact on productivity and morale. When employees feel threatened by their superior or are afraid that challenging certain practices or policies will damage their chances for future advancement, the stakes are even higher than when people are fighting amongst themselves.
Active listening is perhaps the most important skill for mediators to master. It is the act of truly listening to each party, taking in their words and viewpoint, without judgement or bias. This allows the mediator to gain a full understanding of each side’s position and the reasoning behind it, which is essential for helping parties find a resolution that is mutually beneficial.While there are many ways to show that you are actively listening to someone, there are a few essential components that all good mediators will employ.One of the most important is to make sure that you are fully engaged in the conversation. It is easy to let the sound of someone else’s voice drown you out, or lose interest in the topic being discussed. It may be hard to believe, but even when you are feeling exhausted or stressed by the conflict, you must find a way to remain fully present. This is particularly important when you are mediating a dispute between co-workers who may be familiar with one another.
While listening to each party, the mediator should also be working to help each person see their own perspective from a different perspective. This is often referred to as reframing, and it has proven to be an effective way to break through barriers and find common ground in even the most contentious situations.When one party feels as if they have been completely misunderstood, or sees the issue from a perspective that is completely different from their own, it can be difficult to find a mutually beneficial solution. But by carefully and respectfully explaining the other party’s perspective and exploring why they see the situation as they do, the mediator can help facilitate a resolution.Some people find it helpful to write down their own perspective and their opposing party’s perspective side-by-side. This can help you to see what is causing the conflict, and it can also be used to facilitate a discussion about how the two sides view the issue.
Finally, when a dispute is becoming particularly heated or the parties are clearly stuck, the mediator should explore creative solutions to break the impasse. This can be as simple as suggesting a new way of looking at an issue, or as complex as brainstorming new ways to address the problem.One of the most effective ways to stimulate creativity is to ask open-ended questions that don’t require a yes or no answer. These types of questions can be particularly helpful when trying to break through a mental stalemate, or when a party has given up hope of a solution and is ready to give up on the mediation altogether.By encouraging creativity and exploring new ideas, the mediator can help parties find a resolution that is mutually beneficial. This is particularly important in the workplace, where the stakes are often very high.
Mediation is a collaborative process that relies on a certain degree of trust between the parties. However, this trust must be earned, and it can be lost very quickly if the mediator does not follow the principles outlined above.When parties feel that they are being treated respectfully and that their ideas are being taken seriously, they are more likely to keep the mediation process open and honest. This can greatly improve the likelihood of a successful outcome, which is essential in the workplace.