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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Develop mediation guidelines
   • Research and collate history of disputes and dispute resolution within the organisation, including triggers for disputes
   • Consult identified key stakeholders to determine requirements related to mediation
   • Determine mediation requirements within the organisation
   • Research and document models and systems for mediation
   • Identify and document parameters for a mediation system from consultation and research process
   • Draft and validate guidelines for mediation with stakeholders
   • Obtain endorsement for guidelines from senior management team
   • Circulate guidelines and train mediators in guidelines and procedures
2. Prepare for mediation
   • Identify parties in dispute requiring mediation and explain mediation procedure, in accordance with established guidelines
   • Obtain agreement and willingness to participate in mediation process
   • Conduct separate interviews with parties in dispute and clarify issues
   • Verify and document position of each party to the dispute
   • Determine boundaries for allowable options in dispute
3. Settle dispute through mediation
   • Use a range of communication techniques to mediate
   • Establish mutual agreement between parties in dispute
   • Formulate options for resolution of dispute and preferences
   • Continue with mediation until agreement is reached or time constraints conclude
4. Finalise and review mediation
   • Circulate documented agreements to all parties and complete all documentation required by organisational guidelines
   • Review effectiveness of mediation, identify improvements and refine mediation guidelines
   • Assess and maintain currency of knowledge and skill base of mediators