Mediation is a complex process that requires unique skills. Some skills are taught, others can be learned over time and still others come naturally. The skills needed to resolve a conflict are not exclusive to mediators. People in many different roles may have the skills necessary to become workplace mediators.
- Conflict identification
A good mediator at work will be able to recognise conflict and address it before the situation escalates. When the conflict escalates to the point that a mediator is required, they will need to identify future conflict areas and the ways in which the behaviour or conduct of one party can exacerbate the situation. The mediator will then be able to take action in order to prevent this from happening.
- Investigating skills
A mediator at work must quickly grasp the issues in the dispute and understand it. Failing to do this will lead to increased frustration among the parties as they feel that they are not being heard. For Workplace mediation, consider Rise HR who specialise in Workplace mediation.
- Communication skills
Are you a good listener? It is important for a mediator to have good listening skills if they want to build rapport and encourage clients to share information that may resolve a conflict. People in conflict want to be heard most of the time. Making someone feel heard while avoiding monopolising the conversation is a skill.
- Empathy
Many mediators find it difficult to know when to be empathic without losing their impartiality. Over time, a mediator in the workplace will learn that showing too much sympathy could make an individual think you’re on their side. It is difficult to ask them to compromise in order to resolve the conflict when they are displaying too much empathy. In the meantime, if you don’t show enough empathy, or none at all, it will be difficult to build trust.
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