Welcome to our first Newsletter – Edition 1, January 2025

  • Case study – Conflict Coaching
  • Top Tips
  • Meet the Team
  • Upcoming Training & Events
  • Feedback from our recent sessions

Case Study: Supporting a client through Conflict Coaching & Mental Health challenges

Context

A client was referred to me for conflict coaching due to ongoing issues with anti-social behaviour from their neighbour. The situation was particularly challenging as the client was already managing mental health difficulties, including PTSD, stemming from a traumatic experience with a previous neighbour.

Building Rapport

As a trained mental health first aider with lived experience of mental health conditions, I was able to establish a strong connection with the client early on. My background as a mediator, particularly my expertise in active listening, allowed me to create a safe non-judgmental space for the client to share experiences. During our first session, the client remarked that they felt “lighter” simply because they were heard. This highlights the critical role of listening in supporting individuals who feel overwhelmed by their circumstances.

The Coaching Approach

The client understood that I could not directly resolve the anti-social behaviour, but our sessions focused on empowering them to regain a sense of control over their emotional and behavioural responses. Using my training as a mental health first aider, I supported the client in:

  • Developing coping mechanisms tailored to their specific needs
  • Identifying and implementing small but impactful changes to reduce anxiety
  • Building strategies to manage their emotions during triggering interactions with the neighbour

Outcome

Through regular sessions, the client became more resilient and equipped to navigate the challenges they faced. They reported feeling empowered and more in control of their reactions. The coping strategies we developed together not only helped them manage the current conflict but also contributed to their overall mental wellbeing.

Reflection

This case demonstrates that effective conflict coaching is not just about addressing external issues; it’s about supporting individuals holistically. By integrating mental health support with conflict coaching, clients can experience transformative benefits that extend beyond the immediate conflict. Services like these are essential, particularly for individuals whose mental health challenges make conflict situations even more distressing.

Conclusion

Mental health challenges can amplify the impact of conflicts, but with the right support, individuals can find relief and empowerment. This case highlights the value of combining mental health expertise with conflict resolution skills to provide a truly supportive and effective service.

Top Tips to maintain positive relationships

Struggling to Say No to Unreasonable Requests? Try the I-Steps!

Setting boundaries can be tough, especially when you want to maintain positive relationships. That’s where the I-Steps come in. A simple framework to help you say no without damaging rapport.

Here’s how it works:

1.  I heard/saw…
Start by stating the situation
💬 “When I heard you ask me to do extra work….”

2.  I felt
Express how it makes you feel or the impact it has.
💬 “I  felt overwhelmed… .”

3. Because I thought
Explain what you were thinking at the time 
💬 “Because I thought I already had too much to do 

4. I need
Share what you need to feel balanced and in control.
💬 “I need to focus on my current priorities to meet my deadlines”

5. I’d like
Propose an alternative or set a clear boundary.
💬 “I’d like to revisit this in the future, or suggest someone else who might be able to assist.”

✨ Why it works:

  • It shows understanding and empathy.
  • It sets clear boundaries without being confrontational.
  • It opens the door to collaborative solutions.

Practice using the I-Steps in low-stakes situations first—this will make it easier when tougher conversations arise.

Meet the Team

Meet Gemma, HR Consultant, Mediator, Conflict Resolution Specialist, Mental Health First Aider and all round super negotiator.

As an Accredited Conflict Coach, who specialises in Conflict Resolution, I support the team at ADR with Conflict Coaching cases within the housing sector. My role goes beyond traditional coaching – it’s about active listening, creating non-judgmental space for individuals to share their experiences, and empowering them to navigate conflict with confidence. In additional to my Conflict Coaching skills, I bring my expertise as a trained Mental Health First Aider, ensuring a holistic and compassionate approach to supporting clients.

With a background in HR, the part I’ve always been drawn to is conflict resolution, it’s my passion and purpose. Today, I’m privileged to work full-time in this field as an Accredited Workplace Mediator, a role deeply aligned with my vales of empathy, psychological safety, and supporting others. I’m also working toward accreditation in Community Mediation, broadening my ability to foster understanding and resolution in diverse community settings.

As a Neurodivergent professional, my lived experiences provide unique insights that help me connect with and support other Neurodivergent individuals. I strive to ensure they feel heard, understood and empowered, whether through Conflict Coaching or Mediation.

Outside of work, I’m proud wife to Ben and “dog mama” to Dougie, our lively cockapoo, as well as cat mama to Dotty and Spicey. I’m an unapologetic animal lover and a Reggae music enthusiast – it’s the soundtrack to my days, literally being played from the moment I wake up. Living in North Yorkshire, I’m fortunate to have the stunning Yorkshire Dales at my doorstep, where I love hiking. Travel is another passion of mine, and while I cherish my annual Ibiza getaways for its chilled beach vibes and Reggae bar, my dream destination remains Jamaica – a place I’ve longed to visit since childhood 🌴.

Upcoming Training & Events

We’ve got a packed training programme for 2025, including free sessions, webinars, accredited courses and much more. Book your place today:

To find out more about our training or to make suggestions about what else you would like us to include in our training programme, please get in touch and share your thoughts. Message us here.

Feedback from our clients, partners and training participants

Thank you to all of our Partners, Suppliers, Clients, Volunteers and Mediators. We have a lot happening in 2025, the launch of the new website being the first major milestone. If you haven’t yet checked it out, let us know your thoughts, we’re forever making tweaks and our ultimate aim is to make it work for you. 

We’ve also got a lot happening behind the scenes, watch this space for future updates and we wish you all a productive 2025!

The post Welcome to our first Newsletter – Edition 1, January 2025 appeared first on ADR Mediation & Training.

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