What should you do when you find yourself in a conflict situation?
Sometimes we meet people whose interests, lifestyle, and views differ significantly from our own. When interacting with them, the likelihood of conflict increases. Misunderstandings have long been a natural part of social communication. They are not always destructive. With the right approach to conflict resolution, both parties have the opportunity to learn something new and reach a compromise. In some teams, disputes arise quite frequently, and the people involved rarely reach a solution on their own. Such situations require calm and structured analysis, where a neutral third party — a professional mediator — can help.
Mediation is a method of resolving disputes by involving a person who helps create an atmosphere of mutual respect between the parties, identify their interests and needs, guide the discussion, and — above all — work toward consensus. A mediator is usually a person who has undergone professional training, has a good reputation, and is prepared to effectively perform this role. They do not have to maintain close relationships with the parties involved.
Key principles of mediation
1. Principle of voluntary participation
No one can be forced to participate in mediation. Each participant may withdraw from the process at any moment.
2. Principle of confidentiality and informality
The mediator and the participants are required to maintain confidentiality, meaning that they may not disclose any information related to the mediation process. If the mediator takes notes to facilitate the procedure, they should be destroyed once mediation ends.
3. Principle of impartiality
The mediator must not engage in the conflict itself, judge the statements or actions of the parties, or issue recommendations.
4. Principle of respect
The parties should treat each other with respect — meaning no raised voices, no insults, and no interrupting.
5. Principle of honesty
All participants are obligated to tell the truth and avoid manipulation.
6. Principle of striving for agreement
The goal of mediation is to reach a solution accepted by both parties.
The main objective of mediation is not to determine who is right or wrong, but to achieve an outcome that satisfies both sides. The aim is to create conditions that support reaching an agreement, not to pressure someone to accept a specific solution. Ultimately, people should genuinely want to resolve the conflict by finding common ground. In family mediation, the focus should be on solutions applicable in the future. Avoid digging into the past or concentrating too heavily on emotions — mediation is not therapy.
Mediation in the workplace. When should you seek support from a mediator?
Conflicts at work can arise in any company and may escalate to the level of legal disputes. According to Article 243 of the Labour Code, the employer and employee should cooperate to resolve any employment-related issues. For this reason, conflicts are often resolved through conversation or mediation.
Conflicts in the workplace that may be resolved through mediation are often interpersonal — between individuals or teams. They may involve dismissal or return to work, leave, salary, or misconduct. Violation of personal rights is often the main cause of disputes, for example: excessive working hours or unmet basic human needs.
Workplace disputes most often occur between employees, or between management and an employee. Conflicts may also arise between managers. Usually, the situation allows for conflict resolution outside of court, when both parties voluntarily use the services of a mediator. However, sometimes mediation must take place in court. In such cases, the dispute has reached a point where resolution without legal intervention is no longer possible.
What are the benefits of mediation?
Mediation provides both parties with:
- restoration and improvement of communication,
- understanding of needs and concerns,
- reduction of negative emotions,
- focus on shared interests,
- use of effective negotiation techniques,
- reaching a mutually beneficial agreement.
The mediator’s empathy and neutral stance facilitate building rapport throughout the process. This approach encourages participants to open up. Using a mediator has a positive impact on teams, as it enables peaceful conflict resolution. It creates favorable conditions for collaboration and prevents future disputes.
Recommended literature:
- Kalisz Anna, Adam Zienkiewicz – “Mediation in Commercial Matters as a Tool Supporting Success in Business”, Difin Publishing, Warsaw 2020
- Agnieszka Zemke-Górecka, Cezary Rogula – “Mediation in Practice for Mediators and Legal Representatives”, Wolters Kluwer, Warsaw 2021
- Bill Marcin – “Mediation. Reflections on Social Work”, Ridero Publishing, 2021, ed. “Perspectives of Culture”