Your clients will tell you what they want, but to succeed at a mediation or in any negotiation you need to know what your clients actually need. Don’t assume you know. You will often get it wrong. Listen carefully to what your clients tell you they want. Question them tactfully to determine what they need. Use the insight gained to assist them in negotiating to achieve a resolution that gets them what they need and thus makes sense for them to agree to.
Francis Carter
