The Role of a Mediator

graphic for role of a mediator


  • Understand when it’s appropriate to involve a third-party mediator in conflict resolution.
  • Identify the qualities that make for an effective mediator.


While many conflicts can be resolved through direct communication between the parties involved, there are instances where the situation becomes too complex or heated for a simple resolution. In such cases, the involvement of a neutral third party, known as a mediator, can be invaluable. This lesson aims to guide you on when to seek mediation and what qualities to look for in a mediator.

When to Involve a Third Party

  • Stalemate: When discussions have reached an impasse, and neither party is willing to compromise, a mediator can help break the deadlock.
  • Escalation: If the conflict has escalated to a point where it is affecting team morale or productivity, it’s time to bring in a mediator.
  • Complex Issues: Some conflicts involve multiple parties or complex issues that are beyond simple resolution. A mediator can help navigate these complexities.
  • Emotional Intensity: When emotions run high, rational discussion can become difficult. A mediator can help maintain focus and keep the conversation productive.
  • Organizational Impact: If the conflict has the potential to impact the broader organization or requires an impartial perspective, a mediator should be involved.

Qualities of a Good Mediator

  • Neutrality: A good mediator does not take sides but facilitates a conversation between the conflicting parties.
  • Active Listening: The mediator must be an excellent listener, understanding each party’s point of view fully before offering any suggestions.
  • Empathy: While remaining neutral, a mediator should also be empathetic, understanding the emotional landscape of the conflict.
  • Problem-Solving Skills: The mediator should be able to identify underlying issues and suggest practical solutions that are acceptable to all parties involved.
  • Excellent Communication: Clear and concise communication is key. The mediator must be able to articulate each party’s position clearly and facilitate a constructive dialogue.
  • Confidentiality: A mediator must respect the privacy of all parties involved and ensure that discussions remain confidential.
  • Patience and Persistence: Mediation can be a long process, requiring a mediator who is patient and committed to resolving the conflict.
  • Cultural Sensitivity: In diverse workplaces, a good mediator should be aware of cultural differences that might influence the conflict and its resolution.


Knowing when to involve a mediator and what qualities to look for in one can make the difference between a conflict that festers and one that gets resolved in a way that is beneficial for all parties involved. Mediation is an advanced conflict resolution technique that can be highly effective in complex or emotionally charged situations.