Building Trust in Virtual ADR Settings

Virtual ADR (Alternative Dispute Resolution) is here to stay. Whether you're mediating over Zoom or arbitrating in a hybrid format, the screen shouldn't create a barrier to building trust. In fact, with thoughtful preparation and attention to detail, trust and credibility can thrive in virtual environments.

Here are several key ways I’ve found effective for maintaining rapport and professionalism in online settings:



1. Start with Clarity and Comfort: Set expectations at the outset. Explain how the day will go, who will be present, how caucuses will work, and ensure everyone is comfortable with the technology. A brief pre-session tech check helps reduce stress and avoid delays.

2. Focus on Eye Contact and Engagement: Look into the camera when speaking, not at the screen. It creates the sense of direct eye contact. Keep your tone professional but personable. Active listening—nodding, summarizing, asking clarifying questions—still matters on Zoom.

3. Professional Setting, Professional Tone: Dress and act as you would in person. Maintain a clean background, eliminate distractions, and avoid multitasking. This reinforces respect for the process and the parties.

4. Use Breakout Rooms Thoughtfully: Breakout rooms simulate private caucuses. Check in often, keep momentum going, and make sure parties don’t feel forgotten. Clear time management and frequent updates foster confidence.

5. Follow Up Matters: Post-session follow-up via phone or email reinforces the mediator’s commitment and signals continuity, especially if full settlement wasn't reached.

Trust is foundational to resolution. In virtual ADR, trust is built through preparation, attention, and clear communication. With the right approach, resolution can feel just as personal and meaningful as it does in a physical room.