So much of mediation is about communication.
Conflict can be created when the parties are not understanding the other person's perspective or intentions.
One of the strategies of mediation is to help the participates express their needs and feelings, and understand the other person's at the same time. Sometimes it means understanding the difference between introverts and extroverts, who have dramatically different needs.
Some good practices are to use "I" statements instead of "You" statements, focus on the problem not the person, make requests not complaints, be specific and focus on problem-solving going forward and not digging up the past.
This is a link to a good article from a law firm called Blaney McMurtry LLP. Their suggestions are for not only the mediator but also the participants:
https://www.blaney.com/sites/default/files/other/adr_tips.pdf
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