Úna Coughlan, an Independent Consultant and Associate with Universal Learning Systems, completed a BA in Humanities and a Masters in Adult Education in Boston College, MA., USA, from a background in health care (R.G.N., R.M.) and some years working in community development in central and east Africa. From experience, expertise, education and ongoing professional development she believes that when process is facilitated or managed, employees and employers use their resources and knowledge to the benefit of the organisation and the wider community. Úna works to the principles of facilitation, mediation, process consulting and adult education. As a workplace mediator with the Mediators Institute of Ireland, she is on the panel of mediators for the Health Services Executive, Dublin City Council and the Mediators Institute of Ireland panel of mediators for the Civil Liabilities and Courts Act. Úna is particularly interested in the role of reflective practice in maximising the effectiveness of all employees.