HOW MEDIATORS HANDLE ANGRY PEOPLE

Not all mediations are calm and quiet discussions, nor are the majority angry shouting matches. That said, some disputes during sessions can become verbally aggressive.

During any mediation, heated disagreements can erupt and threaten any progress. Mediators are there to handle those situations and the techniques they use can be applied to other situations.

Mediators typically establish ground rules before starting a session. When the parties understand and accept the parameters, difficult confrontations are less likely to occur. However, if they do, mediators may call for a caucus to provide time and safe place to decompress. The mediator may acknowledge the emotion and attempt to help the party redirect it. Comments such as, “I can see how this issue is a major concern for you. Do you see ways the two of you can address it in a productive way?” Or, “It seems that your emotions might be perceived as threatening. Is there another way to communicate the strength of your feelings about this matter?”

At any time, mediators may resort to shuttle diplomacy, that is, acting as a “go between” the parties carrying proposals back and forth. Many mediations are conducted in this fashion whether or not anger is an issue.

As a neutral, mediators are not passive. Ratherm they are active in ensuring a balanced and fair process.