The A-Z of Mediation: Trust

The process of building trust can start long before the day of the mediation. The reputation of the mediator, as well as the organisation that they represent, can instil confidence almost straight away. Participants may look at testimonials and reviews, or dig into the kinds of qualifications or accreditations that they have.

Most importantly, trust is built through the mediator’s behaviour on the day. Good mediators can display that they are trustworthy without having to explicitly say it, carefully considering all of their actions and how they are perceived.

So how exactly would you show trustworthiness as a mediator?

Create a safe environment
Build a connection and establish rapport to make them comfortable, whilst also making sure that the participants are familiar with the boundaries in place. Make sure that neither party are in danger of harm, threats, or abuse.

Explain the mediation process
Explain exactly what is going to happen and when. Make sure that parties are aware of what mediation aims to do and be honest about what it can’t do. Setting realistic expectations in this way can help to build respect and trust.

Show impartiality and neutrality
Let the participants know, both verbally and through your actions, that you are not there to take sides. You are also not there to lead the mediation in a particular way or make a judgement on who is right or wrong.

Listen, understand, and empathise
Listen carefully to all sides of the story, including feelings, thoughts, and opinions. Understand clearly what is being said and appreciate what effect that has on the individual, using re-framing to demonstrate empathy.