Introduction: What You’ll Learn
Conflicts can happen at work, and as a facilitator, you're in a great position to help sort things out and get everyone back on track. This simulation will guide you through a conflict mediation between two teammates, focusing on active listening, empathy, and finding common ground.
You’ll practice:
- Setting a neutral and open tone
- Encouraging each party to express their perspective
- Identifying underlying issues and common goals
- Facilitating a resolution and action plan
Step-by-Step Simulation
Scene 1: Setting the Stage
Facilitator: "Hi everyone, thanks for joining this session. I know there’s been some tension, and we’re here to figure out how to move forward. Let’s aim for a constructive chat where we each share our perspectives and work toward a solution. I’m here to help facilitate the conversation, not to take sides. Is everyone comfortable with that approach?"
Teammate 1 (Sam): "Yeah, I just want to clear the air."
Teammate 2 (Jordan): "Agreed. It’s affecting our work."
Facilitator: "Great, let’s start with Sam. Can you share your thoughts on what’s been happening?"
Scene 2: Hearing Perspectives
Sam: "I feel like my ideas aren’t being considered in our planning sessions. It’s frustrating when I put effort into preparing, and then it feels like it goes unnoticed or dismissed."
Facilitator: "Thanks for sharing that, Sam. It sounds like you feel undervalued when your input isn’t acknowledged. Jordan, how do you see things?"
Jordan: "I’m sorry if it seems that way. From my side, I’ve been feeling pressure to meet deadlines, which means I sometimes make quick decisions without discussing as much as I should. It’s not personal."
Facilitator: "Thanks, Jordan. So, it sounds like we need to balance considering input with making timely decisions. Does that capture the issue?"
(Both nod in agreement.)
Scene 3: Identifying Common Ground
Facilitator: "Both of you are committed to contributing effectively while meeting our goals. Let’s brainstorm ways to ensure everyone’s ideas are heard while keeping our projects on track. What strategies could we implement?"
Sam: "Maybe we could allocate specific time in meetings for everyone to share input before decisions are made? Also, using a shared document to outline key points before meetings might help."
Jordan: "I like that. We could also ensure that we document key decisions and include the reasoning behind them, so it feels transparent and inclusive."
Facilitator: "Those are excellent ideas. How about we also set up a brief follow-up session after meetings to ensure everyone is aligned and any concerns are addressed?"
(Both agree to try this approach.)
Scene 4: Resolution and Action Plan
Facilitator: "So, to sum up our plan: we’ll make time in meetings for input, document decisions clearly, and have a quick follow-up session. Let’s try these for the next couple of weeks and then check in to see how it’s going. Sound good?"
Sam: "Yes, I’m on board."
Jordan: "Same here."
Facilitator: "Awesome! I’ll coordinate with both of you after the trial period to discuss any adjustments needed. Thanks for being open and working together on this. Let's keep the communication lines open."
Mini Roleplay Challenges
Challenge 1: Sam feels unheard and starts to get emotional. What do you do?
- Best Response: “It’s okay to feel that way, Sam. Your input is important here, and we’re committed to ensuring it’s considered.”
Challenge 2: Jordan dismisses Sam’s concerns initially. How do you handle this?
- Best Response: “Let’s pause for a moment. It’s important that we all feel our perspectives are valued. Can we revisit Sam’s point?”
Challenge 3: The conversation starts to become circular without progress.
- Best Response: “I notice we’re revisiting the same points. Let’s focus on finding a step forward. What’s one small change we can test?”
Optional Curveball Mode
- One teammate becomes defensive and stops engaging.
- A misunderstanding about the issue surfaces.
- External pressures (e.g., deadlines) are blamed, derailing the focus.
Reflection Checklist
Mediation Process
- Did I establish a neutral and open environment?
- Did each party have an opportunity to speak and feel heard?
Resolution Facilitation
- Did we identify and agree on common goals?
- Was a clear action plan developed?
Leadership & Empathy
- Did I model active listening and empathy?
- Did I maintain a constructive and positive tone?
Common Mistakes to Avoid
- Taking sides or showing bias
- Letting emotions escalate without intervention
- Failing to guide toward actionable solutions
- Overlooking the need for a follow-up plan