10 CRITICAL SKILLS OF MEDIATORS
I’ve been asked to identify mediator’s critical skills.
I’m sure every mediator has their own list, so I can only provide the following I consider most important:
) Calm Presence. By listening and observing, more than talking, mediators create a calming environment.
2. ) Listening Skills. Disputants need to feel they’re being heard. It’s easy to make assumptions, but a mediator listens with genuine regard to understand not only parties’ demands and positions, but also their interests or reasons for their demands.
3. ) Observation Skills. Mediators listen to words, but also carefully attend to non-verbal cues to help them understand
4. ) Non-Judgmental. Mediators are neutral, impartial. Disputants need to feel they and their behaviors are not being evaluated.
5. ) Trustworthy. Mediators demonstrate trustworthiness by their explanation of the process, their impartiality, their demonstrated respect for the parties, and accepting non-verbal behaviors
6. ) Encourage Creative Thinking. By careful summaries and questioning mediators encourage parties to consider creative solutions to issues
7. ) Be Optimistic. Mediators should genuinely believe parties are able to resolve issues and communicate that attitude.
8. ) Patience. Mediators recognize resolving differences doesn’t always come easily. They understand time may be required, but also understand how to use deadlines to encourage movement.
9. ) Value Relationships. Mediators recognize the inevitability of conflicts in relationships and appreciate the positive role conflict can play in relationships
10. ) Own the Process, Not the Problem. Mediators don’t take ownership or responsibility for disputes and their resolution, but value the process of managing.