Business Communication & Digital Workplace · Intermediate level

Intermediate level · Module 4: Conflict Resolution · Lesson 3 of 3

Mediation Basics

Help two colleagues resolve a conflict.

In this lesson you will

  • Follow basic mediation steps
  • Know when to refer

Key concepts

neutralityground ruleseach side's storyagreement

The lesson

A mediator stays neutral, sets ground rules and helps each side explain their view and interests.

Guide them to options and a written agreement, then follow up.

Refer to HR or safeguarding channels when conflicts involve harassment, abuse or misconduct.

Step by step

  1. Set ground rules.
  2. Hear both sides.
  3. Explore options.
  4. Record an agreement.

Practice activity

Mediate the colleague conflict role-play.

Expected result: A neutral mediation with an agreement.

Check your understanding

  1. What must a mediator remain?

    Show answer

    Neutral.

  2. When should a conflict be referred instead of mediated?

    Show answer

    When it involves harassment, abuse or misconduct.

Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.