The skills referred to in Chapter 2, Mediator Skill Set, can be of real value and can be used in interactions and interventions with staff generally. We will discuss how these can be used in different scenarios in more detail in Chapter 4, Beyond the Mediation. However, if you are acting as a mediator in a dispute between two or more parties, then it is important to follow the process set out in this chapter. The process itself contains important elements that are designed to help the parties learn and understand each other better and resolve issues.

I recall being advised when I trained that it was important to "trust in the process." I am not sure that I fully understood this at the time, but through experience I have come to accept and appreciate that this was entirely the right advice. You may feel as though you are repeating certain things and that the process is at times lengthy, but nevertheless it does pay dividends to stick to it. Shortcuts can be dangerous.

The key stages (which we will look at in turn) are: