Q: What’s one way I can build trust in mediation?
A: Making a deposit into another’s “emotional bank account”, as suggested by Stephen Covey in his book, The Seven Habits of Highly Effective People, is a good way to reduce fear and create a safe environment in which trust will blossom. Treating clients with courtesy and being honest with them are great ways to make a deposit in their emotional bank accounts. If these “deposits” are made from the very first contact with the clients, they respond very positively because they appreciate being treated with value (through the courtesy) and they appreciate being told the truth about what you can and cannot do for them (through the honesty). They then lower their barriers and trust begins.