Why do these communication strategies matter?

Whether you are resolving a workplace disagreement, supporting a colleague, facilitating a team meeting, or helping two people understand each other, one of the most valuable soft skills is the ability to facilitate understanding.

People often believe that communication problems arise because someone is unwilling to listen. In reality, misunderstandings frequently occur because messages are:

  • too long or disorganised;
  • emotionally charged;
  • expressed using specialised or technical language;
  • interpreted differently by different people.

A skilled communicator does not simply transmit information—they actively help others understand it.

In mediation, this ability is essential. Mediators create a safe environment in which each party feels heard while ensuring that communication remains clear, respectful and constructive.

Four practical strategies make this possible:

  • Summarising
  • Paraphrasing
  • Simplifying
  • Reformulating

Although they are closely related, each strategy serves a distinct purpose.

 

Before you begin

Think about a conversation that became confusing or tense.

What was the main problem?

  • Too much information?
  • Strong emotions?
  • Complex language?
  • Misunderstandings?

Keep your example in mind as you complete the module.

 

 1. Summarising

What is summarising?

Summarising involves presenting the essential points of a longer message in a concise and organised way.

Rather than repeating everything that has been said, you identify the key ideas while preserving the speaker’s intended meaning.Why is it useful?

Summarising helps to:

  • organise complex discussions;
  • clarify what has already been agreed;
  • check that everyone has the same understanding;
  • prevent conversations from becoming repetitive;
  • move discussions towards solutions.

For mediators, summaries also demonstrate impartiality because they acknowledge the contributions of all participants.

Example

Original statement

“I’ve raised concerns about the workload several times. Nobody explained the changes to the schedule, and then everyone blamed me when things went wrong. I feel my efforts aren’t recognised.”

Mediator’s summary

“If I’ve understood correctly, your main concerns are the increased workload, insufficient communication about schedule changes, feeling unfairly blamed, and wanting your contribution to be recognised.”

The summary captures the essential points without repeating every detail.Tips for Effective Summarising

An effective summary should be:

  • concise;
  • accurate;
  • balanced;
  • objective;
  • free from personal opinions.

 Common Mistake

❌ Leaving out information that is important to the speaker.

 

2. Paraphrasing

What is paraphrasing?

Paraphrasing means restating another person’s message using different words while preserving the original meaning.

Unlike summarising, paraphrasing usually retains most of the information but expresses it more clearly or more neutrally.

Why is it useful?

Paraphrasing demonstrates active listening by showing that you have carefully understood the speaker.

It also:

  • checks understanding;
  • encourages clarification;
  • reduces misunderstandings;
  • helps people feel listened to.

Example 1

Original statement

“Nobody ever listens to what I have to say.”

Paraphrase

“You feel that your opinions are not being fully considered.”

Notice that the meaning remains unchanged, but the wording becomes more neutral.

Example 2

Original:

“Everyone ignores my emails.”

Paraphrase:

“You feel your messages aren’t receiving the attention you expect.”

 Good Practice

After paraphrasing, invite confirmation:

“Have I understood your point correctly?”

This gives the speaker an opportunity to clarify or expand their message.

 Common Mistake

❌ Changing the speaker’s meaning instead of simply changing the wording.

 

3. Simplifying

What is simplifying?

Simplifying means making information easier to understand without altering its meaning.

This strategy is especially useful when communication involves technical language, legal terminology, lengthy explanations, or participants with different levels of expertise.

Why is it useful?

Stress and conflict reduce people’s ability to process information.

Simple language allows participants to focus on the message rather than decoding complicated vocabulary.Techniques for Simplifying

You can simplify communication by:

  • replacing technical words with everyday vocabulary;
  • using shorter sentences;
  • presenting one idea at a time;
  • avoiding unnecessary jargon.

Example 1

Original:

“The contractual obligations stipulated within the agreement have not been adequately fulfilled.”

Simplified:

“The agreement hasn’t been followed properly.”

Example 2

Original:

“Implementation requires procedural compliance.”

Simplified:

“The process must follow the agreed rules.”

Remember

Simplifying does not mean oversimplifying.

Important information should never be omitted or distorted.

 

4. Reformulating

What is reformulating?

Reformulating means expressing someone’s message in a way that encourages constructive dialogue while preserving the underlying concern or interest.

It is particularly useful when emotions are running high.

Rather than repeating accusatory or confrontational language, the mediator reframes the message using neutral, solution-focused language.

Why is it useful?

Reformulating helps to:

  • reduce defensiveness;
  • lower emotional tension;
  • shift attention from blame to underlying needs;
  • encourage collaborative problem-solving.

Example 1

Original:

“He’s completely irresponsible.”

Reformulation:

“You’re concerned that responsibilities haven’t been shared as you expected.”

Example 2

Original:

“She’s impossible to work with.”

Reformulation:

“You’re finding collaboration challenging and would like a more effective way of working together.”

Notice

The mediator does not dismiss the speaker’s emotions.

Instead, they help express those emotions in language that promotes dialogue rather than conflict.

Common Mistake

❌ Softening the message so much that the speaker no longer feels understood.

 

Comparing the Four Strategies

Strategy

Main Purpose

Focus

Typical Outcome

Summarising

Condense information

Key points

Shorter version

Paraphrasing

Restate meaning

Understanding

Different wording

Simplifying

Improve clarity

Accessibility

Easier language

Reformulating

Encourage constructive dialogue

Relationships

Neutral, solution-oriented message