My introduction to mediation came when I was asked to facilitate settling a dispute between a seller and an agent. I accepted the challenge and found the experience both rewarding and enlightening. With over 46 years in the real estate industry, I had developed strong negotiation skills, which proved invaluable in guiding the parties toward a mutually beneficial resolution. Helping individuals reach a win-win outcome was deeply satisfying, and I discovered a true passion for supporting people in resolving conflicts constructively.

Can you share a memorable mediation experience?

One particularly memorable mediation involved a dispute between two agents over a substantial commission. The discussion, held via Zoom, became quite heated at times. However, I remained calm and was able to de-escalate the tension, allowing the dialogue to continue productively. The respondent's initial offer was far below the complainant’s expectations and was immediately rejected. Despite the challenges, I worked diligently with both parties for several hours until we reached a settlement that was acceptable to everyone involved. I reminded them that mediation often leads to more satisfactory outcomes than arbitration—and in the end, they agreed. This experience highlighted the importance of persistence, empathy, and skilled negotiation.

What qualities do you believe are essential for a mediator?

I believe a successful mediator must be an active listener—truly hearing what is being said and what is left unsaid. Key qualities include integrity, humility, empathy, patience, and composure. Logical thinking and strong problem-solving abilities are also critical, as are effective negotiation skills. Above all, a mediator must create a safe space where all parties feel heard and respected.

What do you think is the most common misconception people have about the mediation process?