1. Starting point
Every time a professional mediator starts a new case a common situation is found, whose responsibility is it that this problem arose? This is the exit approach of our clients with phrases like “what I am asking for is normal” “what the other party is asking makes no sense” either "I have not done anything". This starting point is normal and, above all, necessary so that the mediator has things to cut and faces his work of managing the problem by defining the position of the parties.
2. Information collection
The professional must build the mediation project by validating the contributions of the parties and, with special emphasis, extracting the common elements that in both stories the parties agree to go little by little, scheduling the elements of conflict that affect the birth of the problem. With this, the mediator does not build his work on responsibilities, but rather on positions, without assessing who caused the situation or why it came to be. This issue is essential in the training of mediators since a mediation based on responsibilities will most likely end in a situation of imbalance between the parties that fosters a short-lasting agreement.
Having said the above, we could examine that tools The mediator can use himself to work under the prism of this approach and for this, both the questions like the reformulation techniques of the message by the professional who cannot make the mistake of blaming the parties. Questions like “why” “who started” or assessment questions can cause the parties' speech not to go in the appropriate direction.
Likewise, the mediator must be attentive and act consciously every time he intervenes in mediation conversations, knowing that his words are being evaluated by our clients.
3. Tips for action
- Use customer vocabulary
- Support summaries on graphic media
- Confirm with the mediators the information received by the mediator
- Include substantive and relational elements
As a conclusion to this brief reflection, we must propose a dynamic question model based on the result of conflict management work and not at the origin of the conflict, giving strength to the goal of mediation.
