Did you know many professionals have the preconception that mediation training is only for those that want to be a formal mediator.
And that is incorrect!
Informal mediation skills + techniques are an essential capability in the Conflict Resolution Toolbox of all workplace professionals – super-handy to proactively fix those small problems before they become big dramas that impact team dynamics (culture) and organisational productivity. Professionals can DIY before they need to contract an external mediation or team culture consultant to resolve the issues. Nip that conflict in the bud!
Allow me to share a recent case study to illustrate the importance of informal mediation skills in relation to proactive team management:
I recently mediated 2 C-suite executives who were experiencing communication difficulties. Both loved their work and the organisation, yet they were considering seeking alternative employment as they felt their professional relationship had become untenable. Interestingly, in intake, both advised that the CEO was on ‘their side’ and knew why they were each having trouble with the other.
While it is helpful that the CEO was able to convey their empathic understanding toward both, I did reflect on whether this situation would have exacerbated to its current status, if the CEO had been able to bring the 2 parties together earlier to discuss their concerns and a consequent way forward. This proactive discussion could have been framed as a ‘facilitated discussion’ vs. a mediation (this reframing usually presents as less threatening and stress-inducing to the parties).
Once mediation training has been completed, workplace professionals are not only able to utilise the mediation model formally, but also, informally. The skills + techniques are not only applicable for leaders, they are also relevant for all professionals in every position across all sectors e.g. HR, teachers/lecturers, case workers, counsellors, customer service, etc. Conflict arises in all workplaces and the capacity to transform it into connection is gold – saving you grief + stress and your organisation time + money!
HERE ARE MY TOP 10 MEDIATION SKILLS + TECHNIQUES THAT CAN BE UTILISED INFORMALLY IN YOUR CONFLICT RESOLUTION TOOLBOX:
1. Curious + collaborative mindset – encouraging the parties to enter a discussion with the intent to understand and work together to solve the issues vs. going into a conflict trying to prove who is wrong or to blame.
2. Active listening – giving full attention to what each party is saying, paraphrasing their statements and demonstrating understanding + empathy.
3. Neutrality – remaining impartial and unbiased throughout the discussion, avoiding taking sides or showing favouritism.
4. Questioning – asking open-ended questions to explore underlying issues, uncover interests and encourage parties to think creatively about potential solutions.
5. Reframing – ensuring the language and issues raised are reframed in a neutral way to prevent blaming language which creates defensiveness and acrimony.
6. Problem-solving – assisting parties in brainstorming and evaluating potential solutions, encouraging them to consider their interests, each other’s needs + priorities when reaching agreements.
7. Conflict management – utilising the mediation model to contain strong emotions + prevent escalation and assisting parties to stay focused on solutions rather than getting caught in reactions or dwelling on past grievances.
8. Summarising + reflecting – summarising key points and reflecting back what has been said to ensure clarity and understanding between all parties.
9. Agreements + reality testing – assisting parties to assess the feasibility and practicality of proposed (SMART) solutions, considering potential consequences + outcomes.
10. Accountability + sustainability – assisting parties to move forward with accountability by checking in to see how both parties are feeling + if the agreements reached are still working (sustainable).
Conflict without the appropriate skills + techniques is tricky to manage – which is why so many of us avoid it. Unfortunately, it is unlikely to go away – rather it usually exacerbates into an even bigger drama. The great news is that (informal) mediation skills + techniques added into your Conflict Resolution Toolbox can be utilised selectively to assist parties to resolve conflicts collaboratively, develop mutual understanding and reach sustainable agreements – giving you the capability + confidence to transform conflict into connection!
