Should conflicts nevertheless arise, there are various approaches to dealing with and resolving them. One method of conflict resolution is mediation.
Mediation is a holistic approach to conflict resolution that goes beyond problem-centred, focused moderation. Its aim is to find a solution that benefits all parties (win-win solution). It is a non-violent method that attempts to explore the needs behind the positions of the parties and thus enables mutual understanding and new approaches to solutions.
Mediation is a verbal method that encourages mutual communication of needs and feelings as well as listening, which can lead to insight and a constructive style of dialogue. It therefore aims to achieve an amicable solution in which the parties are encouraged to make new constructive contributions and the mediator, as a neutral party uninvolved in the conflict, keeps an eye on the process as an authority. Mediation is a method and not an institution, such as a court of arbitration.
Mediation follows the following principles, among others:
- Principle of disclosure: In order to be able to make an independent decision, the parties need all the information relevant to resolving the conflict. This requires a mutual willingness to disclose all relevant facts and data.
- Creation of a secure framework: Mediation can only be effective if it is based on clear agreements. Security is needed for open and honest interaction. This is created, for example, by agreeing on rules of dialogue.
- Principle of confidentiality: Serves to protect the parties and ensures a good negotiating climate. Confidentiality gives the parties the certainty that information disclosed during mediation will not be misused.
Mediation can be a very good way of successfully resolving conflicts in companies. The mediator's task here is to work out the core of the conflict and help the mediants to communicate better with the help of active listening, summarising and reframing. The mediator can thus encourage the mediants to negotiate and work out various options that can ultimately lead to a solution that is developed not only on a factual level but also on a personal level and can therefore be very helpful for the further organisation of the collaboration, for example.
