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Page last updated: 17/02/2020

​Mediation is where an impartial third party, the mediator, helps two or more people in dispute to attempt to reach an agreement. 

Mediation is based on the principle of collaborative problem-solving, with a focus on the future and rebuilding relationships’, it is not to blame or determine who is right and who is wrong.  Mediation is different from other approaches to conflict resolution, such as grievance procedures and the employment tribunal process, in a number of ways including:

Mediation is:

  • ​less formal

  • flexible

  • voluntary

  • morally binding but normally has no legal status

  • confidential

  • (generally) unaccompanied

  • owned by the parties involved

Mediation offers a safe and confidential space for participants to restore and maintain a working relationship focusing on moving forward. It does this through: 

  • ​exploring the issues, feelings and concerns of all participants and rebuilding relationships using joint problem-solving;

  • allowing those involved to understand and empathise with the feelings of those they are in conflict with

  • giving participants insights into their own behaviour and that of others and opening up opportunities for change;

  • helping participants develop the skills to resolve workplace difficulties for themselves in future;

  • encouraging communication and helping the people involved to find a solution that both sides feel is fair and offers a solution that favours them;

  • using energy generated by conflict in a positive way to move things on.​

Considering Mediation

The referrer needs to be able to demonstrate steps have already been taken to try and resolve the difficulties between the two employees. If previous attempts to resolve the difficulties have failed, mediation should be considered if all those involved are in agreement.

Mediation is a voluntary process and, is most successful when it is undertaken early and both parties believe that resolution is possible.


Mediation is confidential to the participants involved. After the mediation process ends, the referring manager will be informed whether mediation has been successful or not - no other details will be given. However, there are exceptions, when for example, a potentially unlawful act has been committed or there is a serious risk to health and safety. 


A full mediation service, facilitated by an experienced and trained mediator is provided for £474. The offer includes:

  • individual pre-meetings with each party involved
  • mediation session and action planning
  • a review check-in after 4 weeks


Mediation is based in the Chelmsford offices.

Arrange a session

Line Managers or Senior Managers (of the employees concerned) can contact the Counselling Service direct on 0333 013 58888, option 1 or by emailing