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Queen Mary has its own network of internal mediators; you can find out more about when and how to use them here.

There are times when no matter how successful we are as a team or organisation, difficulties in communications can sometimes arise. Differing beliefs, values, goals and life experiences all have the potential to contribute to misunderstandings.  

While most problems can be resolved with relatively little intervention, sometimes they escalate into something which is more difficult to deal with. Its best to address this as soon as possible so views/ways of working do not become entrenched.  

What is mediation?

Mediation is a structured process in which trained mediators facilitate a safe and respectful discussion with the parties involved and explore with them whether a resolution is possible.  

The process is entirely voluntary, and the parties are free to end or pause their involvement in the process at any time. The ideal outcome would be to understand each person’s position and reach agreement on a way forward. 

How does mediation work?

Your assigned mediator will set the agenda, ground rules and provide a summary of next steps. We will always look toward finding a resolution through informed questioning and proposals, if this does not take place then we will discuss with the parties what might happen if the dispute does not settle. 

The content of the mediation discussion is confidential, unless the parties give express permission to disclose this to anyone outside the process. 

Most importantly, the parties themselves are responsible for the outcome of the process, and the mediator has no preconceived ideas about outcomes. Please note we are independently certified mediators and have no authority to decide the agreement or even compel the parties to agree. 

The mediator will remain impartial at all times while at the same time being responsible for maintaining control of the process, and ensuring that the parties behave respectfully and appropriately throughout the process. 

Initiate a Request for Mediation

Contact your local ER Adviser to have an informal discussion about the right route to take for you/your team members. We will talk through the process and your options; once agreed, we will assign our next available mediator(s) from our network. Please note this is a confidential support service and will not be recorded on your personal file. 

Further information

For any further information on managing conflict and working in cohesive teams, please contact Organisational and Professional Development.  

The Advice and Counselling Service (ACS) does not offer a mediation service for students, but if you would like to talk through a difficult issue arising when working to support a student, then you can contact ACS for discussion with a service manager. ACS and DDS (Disability & Dyslexia Service) also offer a consultation service for groups of staff to work together on thinking through any challenging situations involved in working with students. 

For further information on how mediation and facilitated discussions may help with conflict or disagreements, please read the following: 


If you would like to feedback on any aspect of our mediation service, please contact Employee Relations Manager, Chantal Cross at

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