How do you document and report the outcomes and learnings of mediation sessions?

2 How to prepare for mediation

Before you start a mediation session, it is essential to do some preparation work to ensure that you have a complete understanding of the complaint, the parties involved, and the desired outcome. This includes contacting both parties to explain the purpose and process of mediation and getting their consent to participate. Additionally, you should gather relevant information and documents about the complaint, such as contracts, invoices, emails, or feedback forms. It is also important to identify the main issues and interests of each party as well as any potential areas of agreement or disagreement. Moreover, you should choose a neutral and comfortable location for the mediation session and set a time and date that suits both parties. Finally, prepare an agenda for the mediation session outlining the topics to be discussed, the ground rules, and the expected duration.

3 How to conduct mediation

As a mediator, your role during the mediation session is to facilitate a constructive and respectful dialogue between the parties, and to help them find a solution that meets their needs and interests. To do so, start by introducing yourself and the parties, and explaining the agenda and ground rules. Invite each party to share their perspective on the complaint, actively listening and summarizing what each has said. Ask open-ended and probing questions to elicit more information, identify underlying needs and interests of each party, and generate options for resolution. Additionally, encourage the parties to communicate directly with each other while acknowledging any emotions or concerns that arise. Guide the parties in evaluating and negotiating options to reach an agreeable agreement that resolves the complaint. Before concluding, confirm and document the agreement, thanking all involved for their participation and cooperation.

4 How to document and report the outcomes and learnings of mediation sessions

After the mediation session, it's essential to document and report the outcomes and learnings of the mediation process. To do this, write a summary of the session, including the main issues, the options explored, the agreement reached, and any feedback or suggestions from the parties. Send a copy of the summary to both parties and ask them to sign it to confirm their acceptance of the agreement. Follow up with both parties after a period of time to see if they are satisfied with the outcome, and if they have any issues or concerns. Review the summary and feedback to identify any learnings or improvements that you can apply to your mentoring practice or to your mentee's service delivery. Lastly, share your learnings and improvements with your mentee and help them implement any changes or actions that are relevant to their business.

5 How to improve your mediation skills

Mediation is a valuable skill that can help you resolve customer complaints effectively and professionally, and enhance your mentoring relationship with your mentee. However, it is not a skill that you can master overnight; it requires practice, feedback, and continuous learning. To improve your mediation skills, seek opportunities to mediate in different contexts and scenarios, ask for feedback from the parties involved in the mediation and from your mentor or peers, read books, articles or blogs on mediation, attend training courses, workshops or webinars on mediation, and join a mediation network or community to exchange ideas, tips and best practices with other mediators.