Resolving conflicts – using the method of mediation
This video deals with conflict resolution involving neutral third parties – mediation.
There are several ways to resolve conflicts. Mediation is one of many. Their advantage is obvious. On the one hand, non-violent communication plays an important role and, on the other hand, the parties to the conflict find their solutions independently. In this way, they take ownership of their conflict and do not have to implement predetermined solutions.
This video presents an overview of the individual phases of mediation. In the sequences, the phases up to the concrete conflict resolution are shown.
Starting with the preliminary discussion, which explains the course of the mediation. Here, the mediator points out the voluntary nature of participating in this conflict procedure.
The next step is to establish communication rules that set the framework for meaningful and trusting communication. Since conflicts are often emotional, this framework gives security to truly open up to one another.
In the phase of the presentation of the conflict, the individual parties describe the current conflict with their own words without checking what they have said for benevolent words. At this point, it is important that everyone can express their feelings. In this way, "steam is drained" or in non-violent communication, the wolf show. Only when anger, anger and defiance have been verbalized and everyone feels heard can joint solutions be worked out. At this moment, the mediator has the task of moderating what has been said – without teaching the individual parties. The mediator uses the communication technique of verbalizing and paraphrasing (rewording of the statements into an appreciative and sympathetic communication). The aim here is for both parties to the conflict to hear the same thing. This requires sensitivity and, above all, time. Consciously take time so that the parties to the conflict can listen to themselves and formulate their feelings and needs. In addition, it takes time to listen empathically to the other, and then to find common solutions.
In finding a solution, all ideas that are considered for the participants are collected. In the first step, it does not matter how feasible or realistic they are. The more creative the ideas, the greater the chance of finding a real solution. The process is that all proposals are made visible (flipchart or index cards) and checked together for implementation.
Mediation provides an opportunity to resolve the conflict by involving a neutral third party. The latter must moderate the tasks and ensure that communication rules are adhered to in the settlement of the dispute. In addition, the mediator does not provide any solutions. Under the guidance of the mediator, the parties to the conflict work out all this independently.
As Marshall Rosenberg has already said: If the needs are clearly visible, finding a solution to dispute resolution is a breeze.