Frequently Asked Questions

Workplace mediation is a structured, confidential conversation between two or more colleagues, guided by an independent mediator. The mediator does not decide who is right. Their job is to help the people involved say what needs saying, understand each other and agree on how they will work together from here.

At Emverio every mediation follows the same structure: a private intake session with each person first, then a facilitated joint session.

No. Untrained people can, at best, unintentionally escalate the matter or become caught up in the conflict themselves. At worst they can put staff at risk, expose themselves to a claim, or attract a complaint from one or both parties.

A trained, accredited mediator knows how to keep the conversation safe, keep it moving and keep it confidential.

Managing an escalating complaint is far more expensive. Lost productivity, absences, turnover, HR time and the risk of a formal claim all add up quickly. Using a trained mediator is an investment with immediate and long-term benefits. Every Emverio mediation is quoted as a fixed fee before you commit, so there are no surprises. Request a quote and we will come back to you within one business day.

Ask them a few direct questions. What accreditation do they hold? How many workplace mediations have they run? What support can the employer expect from them? Are they familiar with the industrial relations laws that apply to your organisation? What process do they use, and what outcomes can you expect? Then choose the mediator you think best suits your workplace.

You can read the profiles of our national panel on the Our People page.

For a fuller guide, including the four types of provider, six questions to ask and what mediation costs, read How to choose a workplace mediator.

At any time. Mediation can happen before a formal complaint is made, after a formal process such as an investigation has finished, or simply when two colleagues need a trained facilitator to help them stay focused and reach a workable outcome. The earlier it happens, the easier it usually is.

Mediation looks forward. It is confidential and voluntary, and the people involved decide the outcome. An investigation looks back: an independent investigator gathers evidence, makes findings about what happened and reports to the employer.

If you need findings about a complaint, you need an investigation. If the people involved need a way to keep working together, you need mediation. Emverio Workplace Investigations handles investigations, and the two processes are always kept separate.

Yes. Team and group mediations use the same structure, with a private intake session for each person before anyone meets together. They take longer to arrange and usually run over more than one day, so talk to us early and tell us how many people are involved.

You can ask employees to attend a mediation, and most do. If an employee refuses, assess the reason for their refusal. If you consider the reason unreasonable and they continue to refuse, you can move to a more formal process to manage the issues, such as performance management.

What is said in the mediation stays confidential. The employer is told who attended and whether agreement was reached, and receives a copy of any agreement the parties make. If the mediation does not go ahead or no agreement is reached, we provide a short letter explaining, in our view as mediators, why it did not proceed.

Every mediation is quoted as a fixed fee before you commit. The quote covers the intake sessions, the joint session and the follow-up with the employer, so there are no surprises. Request a quote and we will come back to you within one business day.

Usually within a week, and sooner when the matter is urgent. Once you request a mediation we confirm the mediator, schedule the intake sessions and the joint session, and send everyone what they need to prepare. The intake sessions and the joint session normally run on the same day.

Most mediations end in agreement, but not all. If the mediation does not proceed or no agreement is reached, the employer receives a short letter explaining, in our view as mediators, why. What was said in the room stays confidential. We then talk with the employer about what might help next, whether that is a further session, coaching or a more formal process.

No. Mediation is voluntary. Be aware, though, that if you refuse to work with a person or a team and also refuse mediation, the only options left to your employer may be more formal ones, such as disciplinary action or performance management. Mediation is usually the least formal and least stressful way to sort things out.

You meet the mediator privately first, in your own intake session, so you can explain the situation in your own words and ask anything you like. Only after both people have had their intake session do we bring you together for the joint session. You can ask for a break at any time, and either participant or the mediator can end the mediation if it is not working. Our Resources page has a free factsheet on what to expect.

Yes. Online mediations follow exactly the same structure: a private intake session with each person, then a facilitated joint session by video. We use online mediation when people are in different locations, when travel is impractical or when it simply suits everyone better.

Yes, definitely. We recommend the support person is not a team member or anyone who might be compromised by taking part. A family member, a friend or a counsellor is ideal. A support person is there for your emotional wellbeing, not to speak on your behalf.

Yes, if the other participant agrees. Mediation is an informal attempt to de-escalate and resolve the conflict, and extra people in the room can sometimes make matters escalate, so we talk this through with you beforehand. Options include having the support person in a separate room, or available by phone so you can call them during a break.

If you do bring someone, they must not be a direct report or a team member. Someone external to the organisation, such as a family member, friend, advocate, union representative or counsellor, works best.

Yes. Both parties need to consent to any other person being present in the mediation, and it works both ways. Sometimes each party wants to bring a support person, and as long as both agree, they are welcome. Support people follow the same rules as the participants, including confidentiality.

Generally no, unless special circumstances exist, which you can discuss with your mediator. A support person can ask questions about the process, and we can pause the mediation for a break whenever you need to talk with them.

Choose someone who can follow the process, which means keeping confidentiality and letting you do the talking, and who will genuinely help. Ask yourself: will this person help us reach an agreement, or will they be a barrier to it? If it is the latter, choose someone else, or have them available by phone for breaks. Our free Bringing a Support Person factsheet covers this in more detail.