You contact Mediation Cardiff and, once we've had a chat, we'll know whether or not your particular case is suitable for mediation. If it is:
I telephone each of the people involved and arrange one-to-one confidential meetings with them. This is when they can tell me, individually, how the situation looks from their point of view.
Later, possibly the same day, the two people in conflict will sit down with me and take part in what's called a 'guided conversation'. Fairness and balance are the key elements of this meeting. Each side gets the chance to be heard. Each side gets the chance to hear things they might never have guessed.
In these meetings, false assumptions are dispelled, misunderstandings cleared up and mutual respect increased. This is usually enough to enable the people in dispute to work out a resolution that works for all concerned.