SOC201A Reflective Report: Analyzing Mediation and Conflict Management

This report reflects on a mediation session, analyzing the causes of conflict and its manifestation. It evaluates the effectiveness of the mediation approach used, suggesting alternative conflict management approaches and mediation techniques. The report identifies the importance of active listening, communication, trustworthiness, and dedication in mediation. It recommends additional techniques such as allowing participants to express themselves fully and establishing a respectful culture. The report highlights the role of the mediator in facilitating communication, building trust, and guiding parties towards resolution. Desklib provides access to similar solved assignments and past papers for students.

Mediation and Conflict
management

TABLE OF CONTENT
INTRODUCTION ..........................................................................................................................4
Identifying and describing what was causing this conflict and how this conflict was
manifested. ..................................................................................................................................4
Explaining how the mediation approach/model used was effective and why another conflict
management approach might have been more effective..............................................................5
Describing mediation techniques that were used effectively in this session..............................6
Recommending other mediation techniques that could have been used to resolve this dispute
and explaining why would be effective.......................................................................................8
Reflection ..................................................................................................................................10
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Conflict and management plays a vital role in the company as it is a systematic practice
of being able to understand, tackle and identify all the conflicts fairly and efficiently. The present
report will be based on mediators who are using their skills by reflecting on past mediations and
analysing things that how they were done effectively. Furthermore, it will discuss mediation
approach and technique used effectively in sessions. In addition to this, it will provide
recommendation that could have been used to resolve this dispute and its importance.
Identifying and describing what was causing this conflict and how this conflict was manifested.
Conflict occurs when serious argument takes place between two parties, it can be increase
because of various reasons such lack of trust between people, lack of communication,
misunderstanding and personal issues (Jeong, 2018). Although conflict can be manageable and
resolved quickly by using several initiative. If not resolved properly they can create issues and
increase communication problems between teams. In the worst case scenario, conflicts between
two people or group of people may even lead to lawsuits. When conflicts are resolved
successfully, they can increase the chances of positive environment at workplace and can lead to
creative solutions to problems.
As per the session, it has been identified that there are many mistakes on the video some
of them are:
 In the first step that is introduction part they are skipping and not focusing properly and
showing bias to one of the participants.
 After that, it has been evaluated that mediator is not listening to the participants, and
this is the major issue seen in the session (Rubenstein, 2018). Mediator is not focusing
what she is try to say to others. Communication plays a vital role for people while
managing task and doing work together. So, it is important to listen actively and provide
positive response to other people.
 It has been said that people need to understand that active listening and communication
has a significant impact on job quality in terms of their interpersonal interactions.
Without listening and communicating with each other one cannot achieve their personal
and professional goals.

 When poor communication and lack of activeness while talking with people become a
major issue, it not only impact workplace productivity but it also influences morale as
well as self-confidence of people in a negative manner.
 As per the session, it is essential to make all parties involves feel at ease with the difficult
situation arise due to conflict (Sarstedt and et.al., 2020). The mediator should typically
introduce himself or herself to the other candidates and provide detailed information
about mediator's function assuring that the positive environment is been created, and they
will feel comfortable while talking.
Explaining how the mediation approach/model used was effective and why another conflict
management approach might have been more effective.
Mediation is a method used by people to manage conflict between parties and resolve
their disagreements. In other words, it is an approach of managing conflict that uses an impartial
person in order to support team-mates so that they can solve issues. The major intention of using
this method is to ease tensions before they escalate into something more damaging and create
more issues at workplace environment (Sarstedt and et.al., 2020). In the current study, mediator
is a helpful person who resolve many types of disputes, in this session lack of trust and lack of
communication is been found as a major issue. With the help of mediation model, they can
resolve emotionally charged disputes and can find out ways to improve this. Any participants
should consider engaging in mediation process to manage conflict.
In today's world people have been practising, supervisions and training transformative
and facilitative mediators.
Facilitative mediation
To deal with any dispute, people can focus on this method as mediator they can make
their own decisions. One of the key factors in this model is the notion of decision-making
process. In this type of approach, any decision-making is left to those involved. Basically, this
method is based on the belief that the participants involved in the difficult situation or
challenging scenario have the best understanding of what they need for themselves and from
each other (Liu, Fisher and Chen, 2018). With the help of this method, mediator provide a
structured process for other people to make better decision and best utilization of in seeking
mutually satisfactory solution for any kind of situations. This process is basically consist of
private session first before implementing any group sessions, which can enhance relationship

between each other and suited to problems like complaints' resolution in order to manage trust
and respect.
Narrative mediation
This type of mediators are more focused on how people make sense of the world rather
than concentration on negotiation. Nowadays, mediators are telling stories to develop
communication between each other and giving meaning to these events people construct their
own reality (Xu and et.al., 2018). They are using several examples to provide detailed
information by linking it with their own experience and highlighting real world example. This
kind of mediators are helping and supporting effectively to their parties so that they can easily
rewrite new and more constructive stories. They believe that for every difficult conflict story
telling is the best way to make co-operation, coordination and trust more available.
Transformative mediation
This type of mediator provide support to empower the other people so that they can make
important decisions by their own and take actions to resolve issues. They also work together to
develop and foster recognition between people (Liu, Fisher and Chen, 2018). Hence, by using
this approach effectively one can be highly responsive to needs and requirements of parties.
In the current session, the mediator needs to listen actively and feel problems of others
and providing solutions effectively by using and focusing on these approaches.
Describing mediation techniques that were used effectively in this session
To deal with challenge and situation, it is essential to be effective mediator by following
few methods and techniques. By understanding the session, it has been identifies that there are
many types of techniques used in this session they are active listening, communication skills,
trustworthy, dedication.
Active listening- mediation technique also include ability to listen carefully and respond
positively. Active listening is the best way which can solve issues between parties. This method
says that one should always listen properly because this can impact on job quality, performance
and interpersonal interactions.
Communication skills- A lack of communication is one the major problem which can
create conflict between people. So, mediator needs to use this method effectively otherwise
failure to communicate clearly will cause parties relationship.

Trustworthy- According to this session, as a mediator one should be trustworthy who
can create healthy environment. An effective mediator creates self-confidence among other
people or group of people (Xu and et.al., 2018). For example- when participants go to a
mediation session, they want to be very comfortable and feel that they mediator will manage all
the issues and maintain positive atmosphere. They believed that if the mediator maintain all
conversations private and use any effective information they obtain then it can enhance trust and
mutual respect them. On the other side, if clients does not feel valued and equally respected they
will not be able to communicate openly and speak frankly which may lead to failure of
mediation.
Trust between two people are more important as they work to enhance and build the
mediation process. It is essential to build trust between parties to perform mediation process
effectively (Liu, Fisher and Chen, 2018). It has been said that an environment where people trust
each other are less defensive as compared to others who do not. In this type of positive
environment parties are more willing to share information with one another at the time of
mediation process. They also interact with one another in private sessions with the mediator and
share concerns.
Dedication- This plays a vital role for people who want to achieve something in life
especially in professional life, people need to be very dedicated towards work. It is essential
because it helps keep participants going no matter how difficult the situation is or is going to be
complex. As long as participant and mediator are dedicated to what they are doing, they will
always find ways to keep on upgrading themselves and do work effectively. When both of them
keep on finding ways to move forward and resolve conflict by taking own actions they will
eventually find outcomes in a better way.
In this session, dedication is a method used by mediator effectively in order to manage
and tackle difficult situation. Dedication is a valuable attribute that one must have taken into
consideration especially in mediation process (Liu, Fisher and Chen, 2018). An effective and
positive attitude mediator use this method as a powerful tool to attain a beneficial result in every
difficult situation. It has been said that when mediator take their precious time to carefully
prepare for each lesson related to conflict and work they can easily accomplish desired target of
providing solutions.

Trust a mediator- as per the session, it is important to have relationship of trust between
parties and mediator. It is a key element of the mediation process which must need to take into
consideration. For example- when people or group of people trust the mediator they are able to
bridge communication gap easily so that they can also facilitate the initiation of discussion
effectively without being uncomfortable. If they trusted by other than they can easily provide
better solutions and quick responses for any concerns (Wang, Zhang and Deng, 2019). Trust also
determines whether a party will feel very comfortable openly stating their requirements and
wants within a mediation. As a result, people who do not trust their mediator can not provide
solutions in a better way.
Recommending other mediation techniques that could have been used to resolve this dispute and
explaining why would be effective.
It has been noted that mediator plays an important role as they impose an effective
solution as a professional and work in partnership with people to explore the interest underlying
their positions.
Mediation can be very effective in nature as it can allow parties to express their feeling
and share experience and fully explore their grievances in the process. Hence, to provide detailed
information it is essential for mediator to used co-ordination and active listening methods and
use the right words such as 'I think you are feeling', so that people will feel respected and
valued. By doing, so they can try to help people and advice solutions that is sustainable and
voluntary.
Other techniques includes:
It is recommended to give enough time to express and speak frankly
smart mediators always give enough time to participants for sharing their concerns and
view point. They handle difficult situation by understanding every aspect and tackle it which
both participant are summoned and each is given enough time to express their feelings (Kay and
Skarlicki, 2020). On the basis of that, mediator understand what is the major issue and how to
solve conflict by using effective tool or techniques. To deal with situation they can have open
communication where participant can collaborate with each other.
It is advisable: Setting up a respectful culture
when many types of participant comes together in one session there are high chances that
there will be differences in opinion and also they might disagree with other statements. These

difference in opinion can sometime lead to conflict or even high level of disputes among
members (Ahani and Dadashpoor, 2021). Hence, it is important to handle such situation and this
can be done by mediator who has authority to guide other and correct thing to people.

Reflection
During this learning session, I have developed my understanding of conflict management
and achieve knowledge to make myself a better mediator. As per my personal past experience I
saw it as my responsibility to resolve problems and conflict in order to build a good working
environment. As a mediator, I ensure that all parties and candidates are treated equally with
dignity and respect so that it can lead to better mediation process. I personally think I have taken
major initiative to create a healthy atmosphere by welcoming each member politely and make
them comfortable by paying attention that will encourage then to speak up whatever they are
feeling. I make sure not to assign blame on other and judge parties without understanding issues
and interacting with them.
CONCLUSION
To conclude, Nowadays, mediators make efforts to decrease conflicts among people
working at workplace and deal with incompatibilities by using mediation process effectively. By
evaluating the study, it has been concluded that an effective mediator should be always
trustworthy and dedicated towards work. Plus, Listening participants actively will create positive
environment while taking private sessions.

REFERENCES
Books and Journals
Ahani, S. and Dadashpoor, H., 2021. Land conflict management measures in peri-urban areas: A
meta-synthesis review. Journal of Environmental Planning and Management. 64(11).
pp.1909-1939.
Jeong, H. W., 2018. Research on conflict resolution. In Conflict resolution: Dynamics, process
and structure (pp. 3-34). Routledge.
Kay, A. A. and Skarlicki, D. P., 2020. Cultivating a conflict-positive workplace: How
mindfulness facilitates constructive conflict management. Organizational Behavior and
Human Decision Processes. 159. pp.8-20.
Liu, D., Fisher, G. and Chen, G., 2018. CEO attributes and firm performance: A sequential
mediation process model. Academy of Management Annals. 12(2). pp.789-816.
Rubenstein, R. E., 2018. Conflict resolution and the structural sources of conflict. In Conflict
Resolution: Dynamics, Process and Structure (pp. 173-195). Routledge.
Sarstedt, M. and et.al., 2020. Beyond a tandem analysis of SEM and PROCESS: use of PLS-
SEM for mediation analyses!. International Journal of Market Research. 62(3). pp.288-
299.
Wang, Y., Zhang, K. and Deng, Y., 2019. Base belief function: an efficient method of conflict
management. Journal of Ambient Intelligence and Humanized Computing. 10(9). pp.3427-
3437.
Xu, H. and et.al., 2018. Conflict resolution using the graph model: strategic interactions in
competition and cooperation. Cham: Springer International Publishing.