Last updated on Jul 8, 2024

Here's how you can effectively resolve conflicts by using a third-party mediator.

When conflicts arise within a team, it can be challenging to navigate the tension and find a resolution that satisfies everyone involved. As a supervisor, you may find that despite your best efforts, some disputes are too complex or heated to resolve internally. In such instances, bringing in a third-party mediator can be an effective strategy. A mediator is a neutral facilitator who helps all parties communicate more effectively, understand each other's perspectives, and work towards a mutually acceptable solution. By using a mediator, you can ensure that the conflict resolution process is fair, impartial, and focused on finding a sustainable resolution.

1 Understanding Conflict

Conflict in the workplace is not just about disagreements; it's about clashing interests, values, or needs. As a supervisor, your role involves recognizing when these clashes are beyond simple resolution and require a structured approach to navigate. Understanding the root causes and dynamics of the conflict is crucial before considering a third-party mediator. You need to assess the situation carefully, determine the impact on the team and the organization, and gauge the willingness of the parties to participate in mediation. Only then can you make an informed decision about whether to engage a mediator.

Add your perspective

Angelina Macri'

Lawyer and Mediator @ Macri Family Law & Mediation | Collaboratively Trained
Report contribution
You also need to understand the nature of the problem for example is it a communication issue or a technical issue? The answer to this will determine what type of skills your mediator will need. If its a technical issue then you will need a mediator who is well versed in the technical issues and will as such know how to approach the mediation to ensure that relevant issues are fully canvassed - otherwise the mediator will be dismissed as a quack and the mediation as a waste of time. The credibility of the mediator in the eyes of both sides of the conflict is critical to their respective buy-in of the process.

Like

Unhelpful
Jeff Finley

Senior Claims Specialist, Complex Claims, at Munich Re Specialty Insurance
Report contribution
This is a difficult position for a mediator. The parties need to focus on whether they seek technical assistance or whether they want someone to help find a workable solution. Obviously the more technical background possessed by the mediator the better, but the mediator needs to be certain to hear the parties’ positions and what they hope to accomplish, instead of just being a third voice.

Like

Unhelpful

2 Choosing a Mediator

Selecting the right mediator is a critical step in the conflict resolution process. You want someone who is not only skilled in mediation techniques but also compatible with your team's culture and the specific issues at hand. Look for professionals with a track record of successfully resolving workplace conflicts. It's important that the mediator is perceived as neutral by all parties and that they have no stake in the outcome. Their role is to facilitate dialogue, not to impose solutions, so their impartiality is key to ensuring a fair process.

Add your perspective

Jeff Finley

Senior Claims Specialist, Complex Claims, at Munich Re Specialty Insurance
Report contribution
As noted above, the mediator should have a background in the subject matter so that he or she understands the issue, but not someone that is going to exacerbate the problem by adding their own opinions to the mix. I would look for a mediator that is willing to spend time reviewing the issues and even meeting with the parties before the mediation in an effort to fully understand all the perspectives. At that point the mediator can then act as a guide to resolution.

Like

Unhelpful

3 Preparation Phase

Before the mediation begins, there's essential groundwork to be done. This preparation phase involves briefing the mediator on the conflict's context and the parties involved. It's also about setting the stage for a successful mediation by ensuring that everyone understands the process, the goals, and the rules of engagement. Encourage the parties to reflect on their objectives and what they're willing to compromise on. This phase sets the tone for constructive dialogue and helps manage expectations, making the actual mediation more likely to succeed.

Add your perspective

4 The Mediation Process

The mediation process typically involves several stages, starting with an opening statement from the mediator that outlines the process and sets ground rules. The parties then have the opportunity to share their perspectives without interruption. The mediator facilitates a back-and-forth discussion to uncover underlying issues and helps the parties move towards understanding each other's positions. The goal is to identify common ground and explore possible solutions. Throughout this process, the mediator remains neutral, guiding the conversation and preventing it from becoming confrontational.

Add your perspective

Jeff Finley

Senior Claims Specialist, Complex Claims, at Munich Re Specialty Insurance
Report contribution
In mediation of issues involving individuals within the same company, the mediator is going to need to strive to avoid “take it or leave it” ultimatums. The mediator will also need to remember that the goal is not only finding the best solution, but is to strengthen the relationship of the employees within the company. Thus, any resolution is going to need to be something that all parties feel that they have helped develop. The typical back-and-forth that mediators engage in, may not work under the circumstance. Instead, it may be more beneficial to bring all the parties together in a joint session to identify overarching goals. Once the parties have identified those goals, it will assist everybody in working toward those.

Like

Unhelpful

5 Reaching Resolution

The ultimate goal of mediation is to reach a resolution that all parties can agree on. This often involves compromise and negotiation, guided by the mediator. The mediator helps clarify options, ensures that any agreements are realistic, and may draft a written agreement that outlines the terms of the resolution. It's important for you to support this agreement and integrate it into your team's workflow, reinforcing the commitment to the resolution and helping prevent future conflicts.

Add your perspective

6 Follow-Up Actions

After a resolution has been reached, it's important to take follow-up actions to ensure that the agreement is implemented effectively. This may involve monitoring the situation to ensure compliance, providing support where needed, and addressing any subsequent issues that arise. Follow-up actions help solidify the resolution and demonstrate your commitment to maintaining a harmonious work environment. They also serve as an opportunity to learn from the conflict and improve your team's conflict resolution skills for the future.

Add your perspective

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

Add your perspective

Here's how you can effectively resolve conflicts by using a third-party mediator.

1

2

3

4

5

6

7

1 Understanding Conflict

2 Choosing a Mediator

3 Preparation Phase

4 The Mediation Process

5 Reaching Resolution

6 Follow-Up Actions

7 Here’s what else to consider

Supervisory Skills

Rate this article

Thanks for your feedback

More articles on Supervisory Skills

More relevant reading

Here's how you can effectively resolve conflicts by using a third-party mediator.

1

2

3

4

5

6

7

1 Understanding Conflict

2 Choosing a Mediator

3 Preparation Phase

4 The Mediation Process

5 Reaching Resolution

6 Follow-Up Actions

7 Here’s what else to consider

Supervisory Skills

Rate this article

Thanks for your feedback

Explore Other Skills