In our previous post, we explored how participants can leverage brain chemistry to foster successful outcomes in face-to-face mediation. But what happens when mediation moves online?
As virtual dispute resolution becomes increasingly common, we can adapt our approach to build rapport and trust in digital environments.
While the core principles of mediation remain unchanged, the virtual setting presents unique challenges. Gone are the subtle nonverbal cues and the shared physical space that often contribute to building trust.
The Virtual Mediation Landscape
Instead, we must navigate technical hiccups, potential distractions, and the inherent distance of video calls. However, with the right approach, virtual mediation can be just as effective as traditional in-person sessions.
Technical Preparation: Setting the Stage for Success
First impressions matter, even in the digital realm. Ensure your technology is up to the task:
- Test your internet connection, camera, and microphone in advance.
- Familiarize yourself with the chosen video conferencing platform.
- Have a backup plan (e.g., phone number) in case of technical issues.
Creating a Conducive Virtual Environment
Your physical space impacts your virtual presence and helps set the tone:
- Choose a quiet, well-lit area with a neutral background.
- Position your camera at eye level for natural “eye contact.” In a video conference, studies suggest that trust is more easily established when participants are looking directly at one another, as opposed to at an angle.[1]
- Arrange favorable lighting behind the computer, such as a ring light, to reduce shadows on your face. In one study, participants found a “hidden face” on a video call more distracting than if the conversation had happened over the phone.[2]
Manage Distractions
People are more likely to listen and collaborate when they feel that they themselves are being heard. Honor the process by giving it your full attention:
- Plan ahead to minimize potential interruptions from colleagues, family, or pets.
- Resist the temptation to multitask. Close your email and turn off any notifications.
Managing Breaks and Pacing
“Zoom fatigue” is real. Virtual sessions can be draining, so structure your time wisely:
- Schedule shorter sessions with more frequent breaks.
- Encourage participants to stand up and stretch during pauses.
- Consider spreading the mediation over multiple days if needed.
Building Trust and Rapport Digitally
Recreate the chemistry of in-person interactions in the virtual space:
- Practice active listening and reflection, even more deliberately than in person.
- “Narrate” certain behaviors to avoid misinterpretation, for example, “I’m taking a few notes” or “Let me think a moment.” Help participants understand that you’re engaged, not distracted.[3]
- Avoid speaking over another person. A little over-talk might feel natural during in-person meetings, but video technology doesn’t manage the sound well. One study found that video conferencing actually performed worse than audio-only in creating an environment where people took turns speaking.[4] To overcome this challenge, a mediator should be intentional about creating pauses to give everyone an opportunity to speak.
- Express genuine curiosity about the other participants’ perspectives. Emotions can be harder to read over videoconference, so you may have to ask more deliberate questions.
The Future of Virtual Mediation
Virtual mediation may have its challenges, but it also offers unprecedented accessibility and flexibility. We open doors to resolving conflicts across greater distances, with more diverse participants, and in more innovative ways than ever before.
As we navigate this process, it’s clear that the fundamental principles of effective mediation — trust, communication, and collaboration — remain paramount.
By adapting our techniques to the virtual environment, we can create a space where chemistry flourishes, even across screens.
If you are in a dispute and are seeking a mediator, book a consultation with an experienced mediator now.
[1] MultiView: Improving Trust in Group Video Conferencing Through Spatial Faithfulness.” Nguyen, D., Canny, J., 2-3, Berkeley Institute of Design (ACM Press, Proc. CHI 2007).
[2] “Building Rapport and Earning the Surgical Patient’s Trust in the Era of Social Distancing: Teaching Patient-Centered Communication During Video Conference Encounters to Medical Student.” Newcomb, Anna B. et al. Journal of Surgical Education. 78, 1 (2021).
[3] Ibid.
[4] “Speaking out of turn: How video conferencing reduces vocal synchrony and collective intelligence.” Tomprou, Maria, et al. PLOS ONE, 18(6), 2021.
