CS Professional · Arbitration, Mediation and Conciliation · Negotiation Skills and Communication
In a joint session, Sunrise Textiles' director repeatedly interrupts the other side and uses insulting language. The mediator has already stated ground rules at the start, including respectful speech and no interruptions. Which response best reflects effective communication by the mediator while preserving neutrality?
The mediator should calmly invoke the agreed ground rules, neutrally restate the director's underlying point, and give the other party an orderly turn. This controls behaviour while keeping impartiality, whereas siding, ignoring, or terminating and reporting would undermine neutrality, process quality or confidentiality.
- ACalmly remind everyone of the agreed ground rules, restate the director's underlying point neutrally, and invite the other party to respond in turnCorrect
- BSide with the other party and ask the director to apologise publicly
- CIgnore the behaviour so as not to disturb the flow
- DTerminate the mediation and report the director to the court for contempt
Explanation
Ground rules agreed at the outset give the mediator a legitimate, non-judgmental basis for intervening. Restating the point neutrally acknowledges the speaker's concern while controlling tone. Siding with one party breaches impartiality; ignoring the behaviour lets the process deteriorate; terminating and reporting is disproportionate and inconsistent with confidentiality.
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