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Programme sheet
The 4 Essential Qualities to Facilitate Mediation in Your Work
Conflicts & TensionsTeamwork & CooperationAll employees≈ 15 min
Key skill: Mediation
Summary
Strengthen your workplace mediation skills around four concrete qualities — being structured, staying neutral, practising active listening, and trusting both parties — to help two colleagues in conflict find a lasting solution of their own.
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
- ArticlesAn 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 videoAn 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
Models & methods
The four mediator qualities: structure, neutrality, active listening, trust; active listening: attuning, questioning, rephrasing.