Book Image

The Manager's Guide to Mediating Conflict

By : Alison J Love
Book Image

The Manager's Guide to Mediating Conflict

By: Alison J Love

Overview of this book

Table of Contents (10 chapters)

Chapter 2. Mediator Skill Set

The key skills that a mediator needs will be outlined in this chapter together with some tips on how to put these into practice and how they relate to the mediation process. As with any skills, they will improve over time and with practice and experience. The following are the key skills required, which we will explore in more detail throughout this chapter. Used together, these skills will enable you to manage the process confidently and effectively while maintaining control and establishing authority.

  • Deep listening skills: This is probably the single most important (and possibly most difficult) skill to master. This also involves being empathetic but not being drawn in

  • Establish trust and rapport: As a mediator, you need to be able to quickly gain the trust of the parties and establish and build rapport

  • An ability to retain a sense of calmness: If you remain cool, calm, and collected, and manage your own emotions, then those around you will be influenced...