Listening and general communication
Giving people space to say what they need to, feeding back accurately what they say, asking appropriate, encouraging questions
and gathering facts effectively.
Summarising
Being able to gather together and re-present facts, feelings, issues and ways forward.
Building rapport
Creating the feeling in other people that their thoughts and feelings are understood, giving them a chance to make their own decisions,
at their own pace, and demonstrating a real interest in helping parties resolve their dispute.
Assertiveness
Being clear about one's own needs, and able to express them to other people without putting them down.
Facilitation
Assisting other people to communicate, listen, express emotions and concerns.
Problem-solving
Finding out facts, identifying problems, looking at what can be done about them, and working out plans of action.
Conflict management
Staying calm, being assertive, encouraging communication between parties when emotions are running high, defusing anger,
acknowledging and responding to strong feelings, keeping positive.
Presentation skills
Ability to put across ideas, create summaries in ways which help people build understanding. Realisation of the effectiveness of verbal
expression, gesture and body language in communication with the parties and using them appropriately.
Management of the mediation process
Ability to put together a variety of skills, provide a structure for the parties, and keep control of the process.
Understanding of situations and people
Possession of experience with people, some understanding of various different kinds of behaviour, the necessary substantive knowledge
of the issues, and a familiarity with relevant rules or guidelines.
Ability to learn from experience
Willingness to build on knowledge, self-awareness and understanding of others.
Genuineness
Honesty, knowledge of one’s own strengths and weaknesses.
Openness to other people
Respect, understanding of differences, and an awareness of one's own prejudices.
Impartiality
Concern about the outcome for both sides and the ability to demonstrate that to the parties.
Self-awareness
Attention to one's own feelings and behaviour, so as not to treat the parties unfairly without realising it.
Flexibility
The ability to change the process in order to meet the needs of each situation.
Balance
The ability to be aware of own feelings, and balance them with the needs of the situation; the ability to match the need for authority
and control with a concern for the parties.
Commitment to equal opportunities
A willingness to build an understanding of how ‘isms’ such as racism, sexism and ageism play a part in disputes between people;
an awareness of different cultural needs, and the ability to work with a diversity of clients and colleagues in an even-handed,
non-discriminatory fashion.
Analytical ability
The ability to assess realistic chances of change and agreement; knows when to stop and when to continue.
Creativity
The ability to come up with ideas, try different ways of working where necessary, and be flexible to changing situations.
Professionalism
To take work seriously, to be prepared and on time, and to be respectful to parties at all times.
Summary of skills and qualities
| Skills | Qualities |
|---|---|
| Summarising | Understanding of situations and people |
| Building rapport | Ability to learn from experience |
| Assertiveness | Genuineness |
| Facilitation | Openness to other people |
| Problem-solving | Impartiality |
| Conflict management | Self-awareness |
| Presentation skills | Flexibility |
| Management of the mediation process | Balance |
| Listening and general communication | Commitment to equal opportunities |
| Analytical ability | |
| Creativity | |
| Professionalism |