Trust involves the development of confidence or faith in another person; the expectation that a promise will be kept, that another’s word can be relied upon. It is the exercise of good faith.
Through the use of honest, transparent behavior and the thoughtful use of language and tone, the mediation process can help the parties build confidence or faith in the words or actions of those with whom they are in conflict.
Let me give you an example. Suppose you work in a department of several people. You and a few of your coworkers are concerned about another coworker who isn’t always at his desk when he is needed. You and your coworkers rely upon him to do his job so that you can do yours. You wonder where he is when he’s not at his desk. Is he slacking off? Is he out of the office? What you want is to communicate to this fellow how his absence affects the work in the department. Through mediation, you would like to come up with some solutions so that you can feel secure in relying upon your coworker. Maybe he could inform the department supervisor when he is going to be away from his desk or use the sign-out board posted in the office for just this purpose. Perhaps then you could have confidence in him. Perhaps then you could trust him.
Trust is important in mediation because the parties need to be able to count on one another. If the parties make an agreement to do something, they need to be able to count on the fact that the other party will do as agreed.