As a summary, here is what I hope will be a useful list of do's and don'ts. Many of these are things that I have found helpful or learned along the way during my experience as a mediator.
Do's |
Don'ts |
---|---|
Manage and control the parties |
Prefer one parties' position to the other |
Remain neutral and impartial |
Make stereotypical assumptions about the parties |
Offer a number of possible options or solutions for the parties to consider |
Suggest a particular solution or encourage the parties towards a particular outcome |
Listen empathetically and with your full attention |
Assume that you can see the solution, as your assumption is likely to be wrong and the solution is for the parties to determine |
Build rapport and trust |
Don't get drawn in and take the conflict on your own shoulders |
Positively reframe and summarize |
Become sympathetic or antipathetic |
Ask challenging questions of the parties in a non-judgmental way |
Divulge anything to either party without the consent of the other |
Retain a sense of calm and manage your emotions |
Divulge anything to a third-party without the consent of both parties |
Honor the confidentiality |