How can you ensure clients are fully invested in the mediation process?

1 Assess readiness

Before starting the mediation process, you need to assess the readiness of your clients to participate in a productive dialogue. You can do this by asking them some questions about their goals, expectations, concerns, and willingness to cooperate. You can also observe their body language, tone of voice, and emotional state. This will help you identify any potential barriers or challenges that might hinder the mediation process, such as power imbalances, communication difficulties, or emotional triggers.

2 Explain the process

One of the key factors that influences client engagement is the clarity and transparency of the mediation process. You need to explain to your clients what mediation is, how it works, what are the roles and responsibilities of each party, and what are the benefits and risks of participating. You also need to establish some ground rules and guidelines for the mediation process, such as confidentiality, respect, honesty, and openness. By explaining the process, you can help your clients understand what to expect, what is expected of them, and how they can contribute to the success of the mediation.

3 Build rapport

Another important factor that affects client engagement is the quality of the relationship between you and your clients. You need to build rapport with your clients by showing empathy, respect, curiosity, and neutrality. You can do this by using active listening skills, such as paraphrasing, summarizing, reflecting, and asking open-ended questions. You can also use positive feedback, humor, and compliments to acknowledge and appreciate your clients' efforts and achievements. By building rapport, you can help your clients feel comfortable, valued, and supported in the mediation process.

4 Empower clients

One of the main goals of mediation is to empower clients to take ownership of their conflict and its resolution. You need to empower your clients by encouraging them to express their needs, interests, and feelings, and to listen to and understand those of the other party. You also need to help them generate and evaluate possible solutions, and to make informed and voluntary decisions. You can do this by using facilitation skills, such as brainstorming, reframing, reality testing, and problem-solving. By empowering your clients, you can help them feel confident, competent, and satisfied in the mediation process.

5 Address resistance

Sometimes, despite your best efforts, you may encounter some resistance from your clients during the mediation process. Resistance can manifest as defensiveness, hostility, avoidance, or withdrawal. You need to address resistance by identifying its sources and causes, and by using appropriate strategies to overcome it. You can do this by using conflict resolution skills, such as de-escalating, validating, empathizing, and negotiating. You can also use motivational interviewing techniques, such as expressing empathy, developing discrepancy, rolling with resistance, and supporting self-efficacy. By addressing resistance, you can help your clients overcome their fears, doubts, and obstacles, and move forward in the mediation process.

6 Follow up

The last step to ensure client engagement is to follow up with your clients after the mediation process. You need to follow up with your clients by providing them with a written summary of the agreement, a feedback form, and a contact information. You also need to check in with them after a certain period of time, to see how they are doing, how they are implementing the agreement, and whether they need any further assistance or support. By following up, you can help your clients consolidate their learning, reinforce their commitment, and celebrate their success in the mediation process.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?