How can you manage difficult participants in mediation sessions?

3 Use appropriate questions and feedback

The third step to managing difficult participants is to use appropriate questions and feedback to guide the conversation and elicit information. Questions are powerful tools for mediation, as they can help you clarify issues, explore options, test assumptions, and generate solutions. However, not all questions are equally effective. You need to use open-ended questions that invite elaboration and explanation, rather than closed-ended questions that require yes or no answers. You also need to avoid leading questions that suggest a desired answer, or loaded questions that imply a judgment or criticism. Feedback is another important tool for mediation, as it can help you summarize, paraphrase, reflect, and validate what the participants are saying. Feedback can also help you express your observations, opinions, or suggestions in a constructive and respectful way. However, you need to avoid giving feedback that is vague, irrelevant, or negative.

4 Manage emotions and conflicts

The fourth step to managing difficult participants is to manage emotions and conflicts that may arise during the mediation session. Emotions are natural and inevitable in any conflict situation, but they can also interfere with rational thinking and effective communication. Conflicts are disagreements or disputes that may escalate into arguments or hostility. To manage emotions and conflicts, you need to be aware of your own and the participants' emotional states, and use strategies to calm them down. Some strategies include taking breaks, using humor, reframing the problem, or using empathy. You also need to be assertive and respectful, and use techniques to de-escalate or resolve conflicts. Some techniques include focusing on interests rather than positions, finding common ground, or using brainstorming or negotiation.

5 Encourage cooperation and collaboration

The fifth step to managing difficult participants is to encourage cooperation and collaboration among them. Cooperation is a willingness to work together and share information. Collaboration is a joint effort to create and implement solutions. To foster cooperation and collaboration, you need to emphasize the benefits of working together, such as saving time, money, or energy, or achieving a better outcome. You also need to facilitate the communication and interaction among the participants, by using active listening, summarizing, paraphrasing, or asking questions. You also need to help the participants identify and evaluate their options, and reach a mutually acceptable agreement.

6 Handle impasse and closure

The sixth and final step to managing difficult participants is to handle impasse and closure. Impasse is a situation where the participants are unable to move forward or reach an agreement. Closure is a situation where the participants have reached an agreement or decided to end the mediation session. To handle impasse, you need to identify the reasons for the stalemate, such as lack of information, unrealistic expectations, or hidden agendas. You also need to use strategies to overcome the impasse, such as changing the format, introducing new ideas, or using a third-party expert. To handle closure, you need to summarize the outcome, document the agreement, and congratulate the participants. You also need to follow up with the participants, and evaluate your performance as a mediator.

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?