How do you assess the skills and needs of your workplace mediators?

1 Identify the core competencies

The first step is to identify the core competencies that your mediators need to perform their role effectively. These may vary depending on your industry, context, and goals, but some common ones are: active listening, empathy, neutrality, questioning, reframing, problem-solving, and ethical awareness. You can use existing frameworks, such as the National Mediation Accreditation Standards (NMAS) or the Mediators' Institute of Ireland (MII) Code of Ethics, to guide you in defining the competencies and the expected levels of performance.

2 Use multiple methods of assessment

The second step is to use multiple methods of assessment to measure the skills and needs of your mediators. You can use formal and informal methods, such as: self-assessment, peer feedback, supervisor feedback, observation, role-play, case study, portfolio, or test. You can also use online tools, such as the Conflict Dynamics Profile (CDP) or the Thomas-Kilmann Conflict Mode Instrument (TKI), to assess the mediators' styles, preferences, and behaviors in conflict situations. The key is to use a variety of methods that are valid, reliable, and relevant to your mediators' context and goals.

3 Provide feedback and coaching

The third step is to provide feedback and coaching to your mediators based on the results of the assessment. Feedback should be timely, specific, constructive, and supportive. It should highlight the strengths and areas for improvement of your mediators, and suggest concrete actions and resources to help them develop their skills and knowledge. Coaching should be ongoing, personalized, and collaborative. It should help your mediators set realistic and achievable goals, identify and overcome challenges, and monitor and celebrate their progress.

4 Design and deliver training

The fourth step is to design and deliver training to your mediators based on their needs and objectives. Training should be tailored to the level, style, and interests of your mediators, and aligned with the core competencies and the organizational culture and values. Training should be interactive, engaging, and practical. It should include theory, practice, reflection, and feedback. Training should also be flexible, adaptable, and responsive to the changing needs and situations of your mediators.

5 Create a supportive environment

The fifth step is to create a supportive environment for your mediators to thrive in their role. This means providing them with adequate resources, recognition, and incentives. It also means fostering a culture of learning, collaboration, and trust among your mediators and other stakeholders. You can create a supportive environment by: establishing clear roles and expectations, facilitating regular communication and consultation, encouraging peer support and mentoring, organizing networking and learning events, and celebrating successes and achievements.

6 Evaluate and improve

The sixth step is to evaluate and improve your assessment, development, and support processes for your workplace mediators. Evaluation should be continuous, systematic, and participatory. It should measure the effectiveness, efficiency, and impact of your processes on your mediators' performance, satisfaction, and retention. It should also identify the strengths and weaknesses of your processes, and the opportunities and threats for improvement. Evaluation should lead to action, such as: revising the core competencies, updating the assessment methods, modifying the feedback and coaching strategies, enhancing the training content and delivery, or strengthening the supportive environment.

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?