The SOLVE Mediation Matrix is a compass for navigating through conflict with an integrated toolbox that equips mediators and facilitators and offers a concrete framework for the preparation and efficient conduct of mediation and dialogue procedures.
The name SOLVE is an accronym of the 5 separate stages of mediation ADR Center has developed, namely:
which represents the groundwork for mediation, including setting expectations, clarifying roles, and fostering a safe environment for dialogue.
where parties articulate their perspectives, while trying to restore communication and define the topics for discussion.
where the mediator engages deeply with each party to understand their underlying needs and interests, often gathering sensitive information that enables future negotiations.
when potential solutions are generated and discussed, while ensuring that all parties feel their interests are represented.
when agreements are formalized and the process concludes with clarity and mutual understanding, facilitating closure for all parties involved.
Set the stages
Open the procedure
Listen & Understand
Validate options
Enable Resolution
For each of these stages, the matrix offers five specific criteria for deep analysis, goals, physical activities, implementation strategies, communication and negotiation skills, and material tools. As such, its application is appropriate for anyone looking to master the amicable conflict resolution process or for seasoned professionals who seek self-improvement. Its use is universal and is not limited to a particular type of mediation cases and can be applied to the full spectrum of cases like commercial, employment, family, administrative, intellectual property, community, international, etc.
The horizontal axis of the matrix describes the five main stages of the mediation process in chronologic order from the day of the mediation request to the conclusion of the process. Mediation participants – parties, councels, mediators, experts, observers – are advised to follow this sequence which prevents skipping or discussing without the necessary level of details the prime goals inherent for each of these stages. Such an approach structures the mediation procedure into separate segments and gives a specific pace to the process, while ensuring its in-depth conduct.
The vertical axis of the matrix describes the specific goals, activities, strategies, skills and tools for each stage.
This ensures clarity on the objectives to be reached, the physical actions to be performed for this and the way they should be organized for optimal results, along with the most appropriate interpersonal qualities and techniques for this particular stage.
TIME
GOALS
TIME
STRATEGIES
SKILLS
TOOLS
S1.1 Attain the mandate to mediate
S1.2 Conduct conflict analysis
S1.3 Build participants’ capacity to engage
O1.1 Establish a productive environment
O1.2 Restore communication between the parties
O1.3 Understand the relevant facts
L1.1 Understand the real problem
L1.2 Explore and prioritize interests
L1.3 Facilitate the shared learning
V1.1 Assessments of case merits
V1.2 Compare options with alternatives to a negotiated settlement
V1.3 Facilitate the generation of creative new options
E1.1 Facilitate the parties’ decision
E1.2 Formalize the settlement agreement
E1.3 Consider other ADR procedures
S2.1 Convene the parties
S2.2 Sign the agreement to mediate
S2.3 Adopt the mediation rules of the center or customize them
O2.1 Supervise formalities
O2.2 Conduct the joint meeting, unless otherwise agreed by parties
O2.3 Welcome parties
L2.1 Conduct the first rounds of private meetings, unless otherwise agreed by parties
L2.2 Manage time and logistics
L2.3 Decide with whom to meet first
V2.1 Conduct additional rounds of private meetings, unless otherwise agreed by parties
V2.2 Continue the shuttle diplomacy
V2.3 Prepare parties for later joint sessions
E2.1 Conduct closing meetings
E2.2 Summarize the settlement terms
E2.3 Help the parties write the agreement
S2.1 Coordinate with parties and/or the case manager
S3.2 Comply with ethical conduct rules and policies
S3.3 Conduct the first mediation session
O3.1 Meet the parties for a brief pre-joint meeting
O3.2 Be informal and in charge
O3.3 Give lawyers a voice
L3.1 Access hidden information
L3.2 Recognize barriers to settlement
L3.3 Prioritizing interests
V3.1 Exchange of “asymmetric” information
V3.2 Prioritizing issues based on objective criteria
V3.3 Conduct a risk assessment
E3.1 Engage a neutral technical expert
E3.2 Non-binding evaluations
E3.3 Final offers
S4.1 Culture Compass (Geert Hofstede)
S4.2 Model of Conflict Escalation (Friedrich Glasl)
S4.3 Ethical Mediation Filter (Constantin-Adi Gavrilă)
O4.1 Thomas-Kilmann Conflict Mode Instrument (Kenneth Thomas and Ralph Kilmann)
L4.1 Hierarchy of needs (Abraham Maslow)
L4.2 Stages of Grief (Elisabeth Kübler-Ross)
V4.1 Interests, Rights and Power (Ury, Brett and Goldberg)
V4.2 Six Thinking Hats (Edward De Bono)
V4.3 Decision trees and risk analysis (David Hulett)
E4.1 Triangle of Satisfaction (Christopher Moore)
E4.2 Thinking Fast and Slow (Daniel Kahneman)
E4.3 Probability and Decision Tree for decision making (Howard Raiffa and Richard Bellman)
S5.1 Conflict management
S5.2 Planning and productivity
S5.3 Written communication
O5.1 Note-taking
O5.2 Managing intense emotions, anger, and aggression
O5.3 Active listening
L5.1 Basic Negotiation techniques
L5.2 Questioning
L5.3 Mirroring
V5.1 Interest-Based Negotiation
V5.2 Brainstorming
V5.3 Reframing
E5.1 Decision making
E5.2 Probing questions
E5.3 The Accusation Audit (Chris Voss)
A practical guide for professionals and anyone interested in effectively managing conflict and improving their resolution skills. It provides a comprehensive framework for navigating conflicts, difficult conversations, and tough decisions, offering specific techniques and strategies for mediators and facilitators to achieve constructive outcomes.
