What do you do if you're mediating a heated dispute between colleagues?

Mediating a dispute between colleagues involves a delicate balance of empathy and objectivity. It is a reminder that active listening, empathy, and an unbiased approach are the cornerstones of successful mediation. By creating a safe space for open dialogue, we can transform conflicts into opportunities for growth and understanding. Remember, it's not just about finding a solution, but also about strengthening our team for future challenges.

In my experience, while staying neutral must be consciously done. There are situations where parties might accuse you of siding the other. Encourage parties to express themselves whenever they sense a lack of neutrality as part of establishing the rules.

Dejar claro a las partes que no hay favoritismo, sino intención de ayudar a ambas a solventar la diferencia y prevenirles que para eso, ambos tendrán que ceder en algo. Que eso mostrará el deseo e intención de ellas de solucionar el asunto.

La neutralidad es un factor básico en la credibilidad de quien está mediando, y no solo se trata de aparentar neutralidad sino de demostrarla puesto que los colegas en disputa han perdido la objetividad, profesionalismo y lealtad en la solución del conflicto entre ellos.

La figura del mediador debe caracterizarse por la imparcialidad, aunque debe estar atento al conflicto y desde su lugar y poder de análisis, debe intentar acercar a las partes, aquellas posibilidades de soluciones que ellas mismas y en sus individualidades son incapaces de alcanzar. El mediador es una parte ajena al conflicto pero debe comprometerse al punto de intentar siempre la mejor solución.

Setting of ground rules is an important and basic step to ensure one doesn't deviates from the goal. Rules can be: 1) Both parties to speak. One to speak at a time. 2) Responding not reacting. Putting a point across with examples rather than negating or defending the counter opinion/point 3) Use of language, tone, voice modulations volume to be kept in mind

Let each colleague express their viewpoint without interruption, demonstrating empathy and understanding to acknowledge their concerns. Encourage both parties to communicate their grievances clearly and succinctly. Pose clarifying questions to ensure a thorough understanding of the conflict's underlying causes.

It is always better oth parties aware of ground rules which agreed upon prior to commencing the session. In case still there is a heated up argument , as the mediator should remind everyone and take a step back and once settled should proceed with the rest of the session.

Respecting the basic rules is the way to the best resolution of a conflict. While the mediator should be in charge of maintaining order, having these pre-established rules is of great help and organization. The parties must agree to speak calmly, listen to each other, address each other with respect and create a possible space for dialogue and reflection.

Talk privately with each party to this conflict before mediation, as people may act more aggressively and unyieldingly towards your adversary. Suggest that the party put themselves in the position of their opponent, so that there is a greater understanding about the defense of the arguments for and against their thesis. Give examples of solutions to similar cases and the importance of making a deal.

Es importante distinguir con claridad las causas del conflicto y como afectan a cada parte, para poder ofrecer una mediación que pueda efectivamente resolver la controversia, conciliando los intereses y derechos de ambas partes.

Identificar el conflicto, analizar las posibles soluciones y entender cual es la situación de cada una de las partes, las necesidades de ellas, como también los perjuicios que sufren cada una, es clave para acceder a la mejor alternativa para resolver el conflicto, para mediar en pos de la mejor solución.

Not only is it important to identify the real causes of the conflict, but it is also important for the parties to promote understanding in order to jointly formulate a solution. This tactic produces an effective and efficient basis for the maintenance of agreements.

Find commonalities or shared interests among colleagues to cultivate collaboration and mutual understanding. Encourage empathy by facilitating an understanding of each other's perspectives and the impact of actions on the team. Collaboratively brainstorm solutions, promoting creativity and flexibility to find mutually advantageous resolutions.

Usually, a problem between partners happens due to differences related to decision-making in the organization. I believe that the role of a conciliatory partner is to explore different solutions that are alternatives to the positions that originated the different one between the other partners.

Sin embargo de que son las partes las llamadas a resolver su controversia, deponiendo posiciones y logrando un acuerdo, estimo que el mediador debe intervenir explorando y proponiendo posible soluciones de entendimiento, sobre todo cuando los interesados se han estancado en ese punto del conflicto. El rol del mediador debe ser intervenir en la solución del conflicto, cuando así lo demande el estado de la controversia.

Es importante hallar los puntos de vista o intereses que comparten o son comunes. Mostrarles las pérdidas posibles de estos puntos por el problema actual. Proponer soluciones a los asuntos más simples y dejar los complejos para luego. Formalizar en actas los acuerdos logrados.

Lead the colleagues toward a compromise that acknowledges their fundamental concerns, while also taking into account the requirements of the team and organization. Once consensus is reached, ensure both parties comprehend their future roles and obligations. Set explicit standards for conduct and communication.

When mediating a heated dispute between colleagues, remain neutral, calm, and empathetic. Encourage both parties to express their concerns and listen actively. Help them identify common goals and interests, and guide them politeness and postive approach helps alot

Por supuesto, el rol del mediador no solo está en contribuir proponiendo soluciones posibles, sino en que se formalice el acuerdo que resuelva el conflicto o que establezca un plan de solución, que satisfaga a ambas partes o, que por lo menos acerque la solución más satisfactoria posible.

Periodically touch base with colleagues to verify effective implementation of the resolution. Provide support and guidance as required to prevent recurrence of the conflict. Document the resolution and agreed-upon actions for future reference in case the conflict resurfaces.

No pienso que la función de la mediación se termina con la suscripción del acuerdo o acta respectiva, sino que el mediador debería continuar haciendo un seguimiento al cumplimiento voluntario de las partes a lo acordado, para que la mediación alcance su objetivo y sea un verdadero mecanismo alternativo de la solución de conflictos. En el mismo acuerdo debe constar una planificación del cumplimiento de lo resuelto, que facilite tal supervisión.