The power of saying “sorry” is so often understated. An apology is clearly more familiar in some forms of mediation than others. In all circumstances, however, its importance lies in that it represents one of the core reparative opportunities in damaged relations. An apology is not an easy thing to do. While it presents an opportunity, clearly many have difficulty in seizing it – and third parties can have an important role to play here.

It’s so important to understand the role that emotions, including sorrow, play in the workplace. When employees turn to a mediator to help resolve their legal disputes, they bring not only evidence but also emotions with them. The emotion involved in bringing oneself to say “sorry” can be the salvation of workplace challenges.

There’s nothing wrong with emotions – we should be encouraged to be how we feel within work, as well as outside. But what do you do when emotions boil over into something intolerable. How would you handle sensitive and serious complaints? We have another CMC conference on June 28th to help you explore the options when bullying and harassment becomes a concern.

Caroline Sheridan, Chair, Workplace and Employment CMC group and Founder of Sheridan Resolutions