Mediation Basics
What is the first step of a roommate mediation?
letting each roommate share their perspective.
Why does the RA ask each roommate to speak without interruption?
To ensure each person feels heard and respected.
“My roommate never cleans anything.” Is this a fact, feeling, or fix?
Feeling (it’s an exaggerated emotional statement).
What is the purpose of setting ground rules at the start of a mediation?
To create a respectful, structured environment for communication.
What type of questions should RAs use during mediations?
Open‑ended questions that encourage explanation.
“I want us to make a cleaning schedule.” Fact, feeling, or fix?
Fix (a proposed solution).
During a mediation, what should the RA avoid doing when listening to each roommate?
Taking sides or showing bias.
What is the purpose of summarizing what a roommate said?
To confirm understanding and show active listening.
Why is separating facts from feelings important?
It helps RAs identify the real issue behind the conflict.
What is the goal of the “shared expectations” portion of a mediation?
To help roommates agree on specific, realistic behaviors moving forward.
What should the RA do if roommates disagree on “what happened”?
Focus on impact and expectations, not proving who is right.
Rewrite this into neutral language: “You’re always loud at night.”
“I’ve noticed noise late at night, and it’s affecting my sleep.”
What should an RA do if a mediation becomes hostile or unsafe?
Pause or end the mediation and escalate to professional staff.
Why is neutrality essential in the RA’s tone and body language?
Because it prevents perceived bias and keeps the mediation productive.
What should the RA do when a roommate expresses strong emotions?
Validate the feeling, then guide back to specific behaviors.