A Marketing Agency had two employees, Sarah (not her real name) a senior graphic designer and Jake (not his real name) a project manager, who had been working together for over a year. Recently, their working relationship became strained due to repeated miscommunication, unmet deadlines, and mutual frustration. Sarah felt that Jake did not provide clear project briefs, leading to last-minute revisions. Jake, on the other hand, believed Sarah was uncooperative and slow in delivering designs. Their disagreements began to affect team morale, with colleagues noticing increased tension during meetings.

Issue Escalation

As their conflict escalated, Sarah and Jake stopped communicating directly, relying on emails and third-party messages to coordinate work. This led to more delays and misunderstandings, frustrating both employees further. The situation reached a point where Sarah filed a formal complaint about Jake’s communication style, while Jake expressed concerns about Sarah’s lack of teamwork. The HR department intervened and suggested workplace mediation as a solution.

Mediation Process

HR brought in an external mediator to facilitate the discussion. The mediation process followed these steps:

  1. Individual Meetings – The mediator first met with Sarah and Jake separately to understand their perspectives, frustrations, and expectations.
  2. Joint Session – Both employees met in a neutral setting with the mediator guiding the conversation. They were encouraged to share their concerns constructively.
  3. Exploring Issues – The mediator helped identify core issues, such as miscommunication, unclear expectations, and a lack of direct dialogue.
  4. Finding Common Ground – Both parties agreed they wanted to improve their working relationship for the team’s success.
  5. Action Plan & Agreement – A communication plan was developed, including:
    • Regular check-in meetings for better clarity on project expectations.
    • Clearer guidelines on feedback and revisions.
    • A commitment to resolving issues directly instead of escalating them through emails.

Outcome

After the work mediation, both Sarah and Jake adhered to the agreed-upon action plan. Their communication improved significantly, leading to smoother project workflows. Team morale also improved as tensions between them eased. Three months later, HR followed up and confirmed that both employees were collaborating effectively.

Key Takeaways

  • Mediation helped identify underlying issues rather than just surface-level complaints.
  • A structured communication plan helped prevent future conflicts.
  • Both parties were given a safe space to express concerns and find a mutual resolution.
  • Workplace mediation fostered a positive, solution-focused approach to conflict resolution.

What You Should Expect From Your Workplace Mediator

A workplace mediator is a neutral third party who helps employees and employers resolve conflicts in a fair, confidential, and constructive manner. Here’s what you can expect from a workplace mediator:

1. Impartiality & Confidentiality

  • The mediator does not take sides or impose solutions.
  • Everything discussed is confidential, unless there is a legal or safety concern.

2. Structured Mediation Process

  • Pre-Mediation Meetings – The mediator speaks with each party separately to understand their perspectives.
  • Joint Mediation Session – A facilitated discussion where both parties share concerns and work toward a resolution.
  • Agreement & Follow-up – The mediator helps draft an agreement and may follow up to ensure it is upheld.

3. Open Communication & Active Listening

  • The mediator encourages each party to express their concerns in a respectful way.
  • They help clarify misunderstandings and reframe statements to foster positive dialogue.

4. Conflict Resolution & Problem-Solving

  • They guide discussions toward identifying the root causes of conflict.
  • They help the parties explore possible solutions and reach a mutually acceptable agreement.

5. Voluntary & Non-Binding Process

  • Participation is usually voluntary, though some workplaces may strongly encourage it.
  • Any agreement reached is typically not legally binding unless both parties choose to formalize it.

6. Professionalism & Fairness

  • The mediator ensures that all voices are heard and that the process remains fair.
  • They create a safe space for open and honest discussion.

Is Workplace Mediation Ever Too Late? 

Workplace mediation is usually most effective when initiated early in a conflict. However, there are situations where it may be too late or ineffective, such as:

  1. When Legal Action Has Started – If one or both parties have already initiated legal proceedings (e.g., lawsuits, formal grievances, or tribunal claims), employment mediation might be less useful unless both parties agree to pause litigation and attempt resolution.
  2. When Trust Is Completely Broken – If relationships have deteriorated to the point where parties refuse to engage in dialogue or have lost all willingness to cooperate, mediation may not be viable.
  3. After a Termination or Resignation – If an employee has already left the organization due to the conflict, mediation may have limited impact unless it is to resolve lingering disputes (e.g., exit agreements, reputational concerns).
  4. When One Party Refuses to Participate – Mediation requires voluntary participation. If one or more parties are unwilling to engage in good faith, the process is unlikely to succeed.
  5. If the Conflict Involves Severe Misconduct – Issues like harassment, discrimination, bullying, or violence may require formal investigation and disciplinary action rather than mediation.
  6. If Organizational Decisions Have Already Been Finalized – If key decisions (e.g., restructuring, role changes, disciplinary actions) have already been made and cannot be reversed, mediation may not be meaningful.

That said, even in difficult cases, mediation can sometimes be useful to bring closure or improve future workplace interactions.

Workplace Mediation Companies

Having searched high and low, speaking to clients who have had workplace disputes, sought out mediator services, the following companies should be contacted should you ever find yourself in a dispute in the workplace.

  • ACAS
  • Academy of Experts
  • ADR Dispute Resolution Services
  • ADR Group
  • Association of Midlands Mediators
  • Association of Northern Mediators
  • Birmingham Mediation
  • Calm Mediation
  • CEDR Mediation
  • Central Mediation Services
  • Chartered Institute of Arbitrators
  • CIPD
  • Civil Mediation Council
  • Clerksroom
  • CMP Solutions
  • CNLR Horizons 
  • Collis Mediation
  • Consilla Legal
  • Davidson Morris
  • Devon & Somerset Law Society Panel of Mediators
  • Disputes Mediation
  • Effective Dispute Solutions
  • Employment Mediators
  • Employment Mediation Central
  • Employment Group
  • Employee Mediation
  • Essex Mediation
  • Immediation
  • Independent Mediators
  • In Place Of Strife
  • International Dispute Resolution Centre
  • Greens Commercial Mediation
  • Global Mediation Limited
  • Greater London and East Anglia Mediation
  • Kearns Mediation
  • Kent Mediation Services
  • London Mediation
  • Manchester Law Society
  • Mediatelegal 
  • Mediation Bristol
  • Mediation Centre Stafford
  • Mediation Company
  • Mediation London
  • Mediation MK
  • Mediation Solve
  • Mediation UK
  • Mediators Leeds
  • Mediators Manchester
  • MESH
  • Midlands Dove
  • National Mediation Helpline
  • North West Mediation Solutions
  • Pragmatism UK
  • Ramsdens Solicitors
  • Royal Institute of Chartered Surveyors
  • Resolve West
  • Resolution at Work
  • Specialist Mediators
  • South London Mediation
  • Surrey Mediation
  • Talk Mediation
  • TBG ADR
  • The TCM Group
  • Trust Mediation
  • UK Mediation
  • Venture Mediation
  • Wandsworth Mediation Service