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SKILLS FOR THE SUPERVISOR TO BE A SUCCESSFUL

MEDIATION

Active listening

Active listening is “Giving people space and safety to say what they need to

say, giving good quality attention and asking appropriate, encouraging

questions of all parties in a fair and equal way.” (Doherty & Marcelas, 2008)

active listing anywhere can be practiced at home, School and work place.

Summarizing

“Being able to remember and represent Key facts and

issues in a non-blame, non-inflammatory way.” (Doherty &

Marcelas, 2008)

BUILDING RAPPORT

Building rapport is “Creating an atmosphere of trust and safety, helping

people feel that their thoughts and feelings are important and understood,

giving them the chance to make their own decision at their own space,

demonstrating a sincere interest in helping parties to restore their

differences.” (Doherty & Marcelas, 2008)

FACILITATION

Facilitation is “helping people to communicate and listen

to each other, allowing an appropriate, non-damaging

expression of feelings, keeping the overall focus and

direction of the mediation.” (Doherty & Marcelas, 2008)

IMPARTIALITY

“Remaining non gudgemental, Impartial and fair

throughout, giving an equal attention and time to each

person. Remaining professional and imparial- not taking

sides.” (Doherty & Marcelas, 2008)

PROBLEM SOLVING

“Helping parties to clarify the main issue that can be

tackled in the mediation and encouraging them to explore

and agree on win-win solution, changes of behavior or work

practices, and strategies for action. Keeping the process

positive and affirming, with an emphasis on how they would

like things to be in the future.” (Doherty & Marcelas, 2008)

CONFLICT MANAGEMENT

“Staying calm and assertive, and encouraging

communication even when feelings are running high.

Defusing anger and damaging, or overly negative feelings or

attack, keeping to what is most constructive for all

involved.” (Doherty & Marcelas, 2008)