A first phone call is made with the client for an initial assessment. If the client is happy to proceed the mediator contacts the other party. And the decision to go into pre-mediation/mediation is made.

S.I.N.G:
Situation: The mediator asses the situation with the client
Impact: What sort of impact does this conflict has on the client's life
Needs: What specific needs does the client have to satisfy for a positive outcome
Goals: What are the targets to be achieved so that both parties are winners

If the decision is made, a first Pre-mediation meeting is organised in a neutral venue separately with both parties, It lasts up to one hour

The mediation meeting itself is then organised in a neutral place or at the mediator office. It lasts two hours. ​

• Ground rules are defined: respect each other 
• Each party get 10 mn of an uninterrupted speaking time.
• Mediator summarizes what she heard in a positive and constructive way
• She then opens the discussion with a very specific frame. But also allowing parties to offload their anger and frustrations. That is part of the mediation process.

Whithin which framework?

Setting of the agenda, what points actually need to be discussed during the mediation?
Parties dialogue with the help of the mediator following a frame that remains flexible. Breaks and "aparté" can be organised as often as needed. Solutions arise. The mediator is the facilitator.
Most of the time we observe that both parties progressively get to a point of being able to offload their frustrations and begin to look to the future. They finally get to an agreement. Being in a mediation scheme operates a certain unseen effect on people that will ultimately lead them to an agreement.
Mediation is non-confrontational, is constructive, it aims to provide both parties with a win/win outcome.
"The Mediator in the arena", Thomas Fiutak, 2009, ERES, Toulouse