I had clients who were getting divorced where the Wife did not want to be in the same room (even zoom room) or on the same email as Husband for the whole mediation so I used shuttle diplomacy to go back and forth between the parties. While we eventually did reach a resolution it took a lot longer than it would have if I had been able to have them both on some communication or in some parts of the meeting. This was not only because I had to spend more time going back and forth but also because there is often something that can get "lost in translation" when it's having to be repeated in multiple places. I think that the resolution would have come quicker if we had been able to have some time with the parties together, however I respect that some parties are just not able to do so.
Franchise mediator, arbitrator, business operations consultant, expert witness at ADR Chambers, Toronto, Canada
Answered 2 years ago
In my experience shuttle diplomacy is a must in mediations. My specialization is in franchise disputes. In these mediations the parties are often angry, frustrated and not focused on the real facts or their best legal options. By meeting with one party and their legal counsel in private, I can work on getting them to focus on the mediation and the possibility of a resolution, and get instructions on the issues to discuss with the other side. I then have a private meeting with the other side and their counsel, trying to get their view of the issues and working towards a resolution hopefully similar to that of the first party. Shuttle diplomacy continues back and forth and encouraging each party to move more towards a possible resolution which may not be exactly what each party wants, but somewhat acceptable to each side. This process takes a lot of time and each side needs to respect and trust the mediator. The mediator needs to be patient and neutral, and have the experience and skill to assist the parties in coming to an understanding of their options and risks, and the benefit of a resolution at this opportune time.
During my four years as a software engineer on Amazon's Fulfillment Technology team, I often mediated between development and operations teams. Using shuttle diplomacy, I facilitated communication, ensuring both sides' concerns were addressed. This approach led to smoother deployments and fewer operational disruptions. The key is to actively listen, relay messages accurately, and build trust on both sides.