Structured, neutral, attentive, confident: four qualities are all it takes to bring two colleagues back together.
Build your natural mediation skills at work by strengthening these 4 essential qualities: stay structured, remain neutral, listen actively, and cultivate trust.
15 min at your own paceAvailable in FR + ENNo prerequisites
You will walk away with
- the mediator's 4 qualities: structured, neutral, attentive, confident
- active listening tools to help both parties finally hear each other
- a rigorous framework for seeing a mediation through to the end
Target audience
Anyone who has to manage conflict
Learning objectives
- Develop mediator qualities at work to help resolve conflict, within your own capacity.
- Apply rigour to guide the structured process of a successful mediation.
- Stay neutral to maintain the impartiality and independence your role as mediator requires.
- Use active listening tools to build trust with the parties in conflict and help them truly hear each other.
Module outline
- Articles
- An introduction to the concept of “mediator”: the one who stands in the middle
- Defining the mediator's role in conflict
- The mediator's qualities in detail
- Expert video“The Qualities of a Mediator”7'19An introduction to the mediator's 4 essential qualities: being structured, staying neutral, actively listening, and radiating trust. A focus on how mediator skills differ from manager skills
- AnchoringA quiz and True/False questions to explore the topic further and anchor what you've learned
- Memo cardA downloadable memo card: the key takeaways from the expert video
- CommitmentConcrete examples to help you define your own commitment
