So what does a Mediator actually do?
- Oct 25, 2022
- 3 min read
Updated: Apr 11
When you're in the middle of a conflict—whether at work, in business, or with a service provider—it's easy to feel stuck. A mediator helps you get unstuck.
The Role of a Mediator: It’s Not About Taking Sides
A mediator is a neutral professional trained to help people in conflict talk things through and find a way forward.
We don’t take sides. We don’t tell people what to do. And we definitely don’t give legal advice.
What we do is:
Create a calm, structured space
Help people communicate clearly
Keep the conversation respectful and future-focused
Guide parties toward mutual understanding and workable agreements
Mediation is voluntary, confidential, and focused on solutions. The goal isn’t to win—it’s to resolve. 🧭 What Actually Happens in a Mediation?
Here’s a quick snapshot of how a typical mediation session might unfold:
Introduction The mediator explains their role, the process, and the ground rules.
Opening statements Each person has the chance to speak without interruption.
Clarifying the issues The mediator summarises what’s been said and checks understanding.
Exploring interests and options Together, we explore what each person needs and where common ground exists.
Negotiating solutions Parties propose and test possible outcomes.
Agreement If both parties agree, a summary is written up—sometimes formalised in writing.
What Happens When Behaviour Crosses the Line?
If a mediator observes a party acting inappropriately—being aggressive, manipulative, or unsafe—they don’t sit back and watch.
Mediators are trained to:
Redirect the behaviour
Set firm boundaries
Pause or stop the session if wellbeing is at risk
This is part of our professional responsibility—and it protects everyone involved.
Are Mediators Qualified?
Yes. In Australia, only professionals accredited under the National Mediator Accreditation System (NMAS) are recognised as qualified mediators.
You can check the public register of accredited mediators here:👉 msb.org.au/mediators
Shiv Martin is a nationally accredited mediator with over a decade of experience in workplace and public sector disputes.
Case Study: A Workplace Conflict Resolved Through Mediation
Two colleagues in a government department were no longer speaking to each other after a breakdown in trust. Productivity had declined, and their manager was at a loss. We facilitated a half-day mediation session where both parties were able to share how they experienced the conflict—and what they needed to feel safe moving forward. By the end of the session, they agreed on new communication boundaries, clearer responsibilities, and a check-in plan for their manager to support accountability. What seemed unworkable a week prior ended with both parties saying they felt “relieved” and “heard for the first time.”
What Clients Say
“Shiv provided a safe space for our team to work through longstanding tension. She’s calm, kind, and knows when to step in and when to let people speak. We came away with a plan and a renewed sense of trust.”— HR Manager, Public Sector Organisation
So, What Can a Mediator Help You With?
Whether you're managing:
A staff dispute
A fractured business relationship
A difficult complainant or stakeholder
Or just stuck in a situation where trust has eroded
Mediation is a safe, fast, and cost-effective option that empowers the parties involved.
❓FAQ
1. What does a mediator do during a session? They guide a respectful conversation and help parties reach their own agreement—without giving advice or taking sides.
2. How is inappropriate behaviour managed? The mediator will pause or end a session if anyone’s wellbeing is at risk. Respect is non-negotiable.
3. Can a mediator give legal advice? No. While they may explain general processes, they cannot tell you what to do or represent you.
4. Are mediators required to be qualified? Yes. Look for NMAS-accredited mediators listed with the Mediator Standards Board.
5. What makes mediation different from other conflict resolution services? Mediators focus on empowering people to resolve their own conflicts—not making decisions for them.
Read Next:
ABOUT THE AUTHOR Shiv Martin is a nationally accredited mediator, practicing solicitor, conciliator, decision-maker, and certified vocational trainer. With extensive experience in complex dispute resolution, stakeholder engagement, and team building across business, community, and governmental sectors, Shiv brings over a decade of unique and diverse expertise in Law, Management, Vocational Education, and Mediation.
Comments