Emotional Intelligence
Expert-defined terms from the Certified Professional in Mediation Advocacy course at London School of Planning and Management. Free to read, free to share, paired with a professional course.
Assertiveness #
The ability to express one’s thoughts, feelings, and beliefs in a direct, honest, and appropriate way while also considering the thoughts, feelings, and beliefs of others. Related terms: communication, conflict resolution, self-awareness.
Example #
In a mediation session, an assertive mediator can help the parties communicate their needs effectively, while also ensuring that each party listens and considers the needs of the other.
Challenge #
Being assertive can be difficult for some people, as it requires finding a balance between being too aggressive and too passive.
Body language #
Nonverbal communication through facial expressions, gestures, posture, and eye contact. Related terms: active listening, communication, empathy.
Example #
A mediator who is skilled in reading body language can pick up on cues from the parties, such as folded arms or eye rolls, that may indicate discomfort or disagreement.
Challenge #
Body language can be subtle and subjective, making it difficult to interpret correctly.
Communication #
The act of exchanging information, ideas, or feelings through speech, writing, or behavior. Related terms: active listening, assertiveness, body language.
Example #
Effective communication is critical in mediation, as it helps the parties understand each other’s perspectives and work towards a mutually beneficial solution.
Challenge #
Communication barriers, such as language differences or cultural norms, can make it difficult for parties to understand each other.
Conflict resolution #
The process of identifying and addressing the underlying issues that are causing a dispute between two or more parties. Related terms: assertiveness, communication, compromise.
Example #
A mediator who is skilled in conflict resolution can help the parties find common ground and work towards a resolution that satisfies both sides.
Challenge #
Conflicts can be emotionally charged, making it difficult for parties to approach the issue objectively.
Compassion #
A feeling of deep sympathy and concern for others, accompanied by a desire to help. Related terms: empathy, active listening, emotional intelligence.
Example #
A mediator who approaches a mediation session with compassion can help the parties feel heard, understood, and respected.
Challenge #
Compassion requires a willingness to be vulnerable and open, which can be difficult for some people.
Empathy #
The ability to understand and share the feelings of another. Related terms: compassion, active listening, emotional intelligence.
Example #
A mediator who is empathetic can help the parties feel understood and validated, which can lead to more productive conversations and a faster resolution.
Challenge #
Empathy requires a high degree of self-awareness and emotional intelligence, which can take time and practice to develop.
Equity #
The quality of being fair and impartial, treating all parties equally and without bias. Related terms: impartiality, neutrality, fairness.
Example #
A mediator who is committed to equity can help the parties feel confident that they will be heard and treated fairly, which can lead to a more successful mediation.
Challenge #
Bias can be unconscious and difficult to recognize, making it essential for mediators to engage in ongoing self-reflection and education.
Impartiality #
The quality of being unbiased and objective, without favoritism or prejudice. Related terms: equity, neutrality, fairness.
Example #
A mediator who is impartial can help the parties feel confident that they will be treated fairly and that the mediator will not take sides.
Challenge #
Maintaining impartiality can be difficult in emotionally charged situations, where it can be tempting to take sides or show favoritism.
Listening #
The act of hearing and interpreting spoken words, as well as paying attention to nonverbal cues. Related terms: active listening, body language, communication.
Example #
A mediator who is an effective listener can help the parties feel heard, understood, and respected.
Challenge #
Listening requires focus and attention, which can be difficult to maintain in a busy or noisy environment.
Mediator #
A neutral third party who facilitates communication and negotiation between two or more parties in a dispute. Related terms: conflict resolution, impartiality, communication.
Example #
A mediator can help the parties find common ground, identify areas of agreement, and work towards a mutually beneficial solution.
Challenge #
Mediators must be skilled in a variety of areas, including communication, active listening, and conflict resolution.
Mediator’s Proposal #
A non-binding recommendation made by the mediator to the parties, based on their understanding of the parties’ interests and positions. Related terms: compromise, negotiation, impartiality.
Example #
A mediator’s proposal can be helpful in situations where the parties are at an impasse and need an outside perspective to move forward.
Challenge #
Mediator’s proposals can be controversial, as some parties may feel that they are being pressured to accept a solution that is not in their best interest.
Negotiation #
The process of discussing and coming to an agreement through compromise and communication. Related terms: mediator’s proposal, compromise, communication.
Example #
Negotiation is a critical component of mediation, as it allows the parties to work towards a solution that satisfies both sides.
Challenge #
Negotiation can be difficult in situations where the parties have competing interests or are entrenched in their positions.
Neutrality #
The quality of being unbiased and objective, without taking sides or expressing an opinion. Related terms: impartiality, equity, fairness.
Example #
A neutral mediator can help the parties feel confident that they will be treated fairly and that the mediator will not take sides.
Challenge #
Maintaining neutrality can be difficult in emotionally charged situations, where it can be tempting to take sides or show favoritism.
Self #
awareness: The ability to recognize and understand one’s own thoughts, feelings, and behaviors. Related terms: emotional intelligence, assertiveness, empathy.
Example #
A mediator who is self-aware can recognize their own biases, triggers, and limitations, and take steps to manage them effectively.
Challenge #
Developing self-awareness requires ongoing reflection, feedback, and practice.
Win #
win: A situation where both parties benefit from an agreement or solution. Related terms: compromise, negotiation, mediation.
Example #
A win-win outcome is the goal of most mediations, as it allows the parties to find a solution that satisfies both sides.
Challenge #
Win-win solutions can be difficult to achieve in situations where the parties have competing interests or are entrenched in their positions.