Frank Goldsmith
Certified Mediator and Arbitrator

To be a good mediator you need more than anything patience, common sense, an appropriate manner, and goodwill.  You must make yourself liked by both parties, and gain credibility in their minds.  To do that, begin by explaining that you are unhappy about the bother, the trouble, and the expense that their litigation is causing them.  After that, listen patiently to all their complaints. They will not be short, particularly the first time around.

— Prior of St. Pierre, The Charitable Arbitrator (1666)