emergency first-aid empathy. This might sound like “So you’re really annoyed, and you need some assurance that you’re going to get your side on the table?” Once the empathy has been expressed, I remind them that everyone will have the opportunity to be heard, and their turn will be next. It is then helpful to confirm they are in agreement with waiting by asking, for example, “Are you feeling reassured about that, or would you like more reassurance that your opportunity to be heard will come soon?” We may need to do this repeatedly to keep the mediation on track.
