In Conversation with Ms. Aanchal Chandani

Adv. Aanchal Chandani is an advocate and certified mediator with a growing professional focus on mediation, Alternative Dispute Resolution (ADR) and Online Dispute Resolution (ODR). Her journey into dispute resolution emerged through a deliberate process of exploring different areas of law during law school, including litigation, corporate law, IPR and mediation. She holds a BA-LLB (Hons.) and has pursued specialised training in mediation advocacy, ODR and case management, building an interdisciplinary understanding of both legal practice and technology-enabled dispute resolution.

Her professional experience includes working as a case manager across mediation, arbitration and Lok Adalat matters, where she has handled more than 1,000 cases and gained hands-on exposure to the end-to-end dispute-resolution process. Her work involves engaging with parties, coordinating with mediators, facilitating case processes and supporting settlements. She has also developed a strong interest in the human side of dispute resolution, particularly the role of active listening, empathy, communication and emotional intelligence in helping parties navigate difficult conflicts.

Beyond her professional responsibilities, Aanchal is actively engaged in strengthening the emerging mediation ecosystem through academic interactions, professional collaborations, mediation and client-counselling competitions, and knowledge-sharing initiatives. She has also judged national and international mediation and client-counselling competitions and contributes to conversations around mediation advocacy and practical legal education. Her professional journey reflects a strong belief in continuous exploration, practical exposure and building opportunities beyond conventional legal career paths—particularly for young lawyers looking to enter the evolving world of ADR and ODR.

During law school, you explored litigation, corporate law, IPR, mediation and several other areas through internships. At what point did you realise that mediation was the area you genuinely wanted to pursue?

I think I realised that mediation was the field I genuinely wanted to pursue when I first got the opportunity to observe mediation in practice. I had observed a mediation competition and client counselling, but observing a real-life mediation gave me a completely different perspective. I found the process very meaningful, and that encouraged me to pursue formal mediation training.

I have always believed that if a dispute can be resolved peacefully and constructively, there is a lot of value in choosing that path rather than immediately going to court. This especially resonated with me in matrimonial disputes, where the objective is not always about winning or losing. Sometimes, it is about helping people resolve their differences while preserving their dignity and, where possible, maintaining a good relationship even after the dispute.

I also feel that litigation, regardless of how genuine or important the dispute may be, can sometimes make matters more complicated and adversarial. Mediation offers an opportunity to approach the same conflict differently, by giving the parties space to communicate, understand each other’s concerns and work towards a solution that they can both accept. That philosophy really connected with me, and I felt that this was an area I wanted to build my career in.

Many law students feel pressure to identify their specialisation very early. Did exploring different areas actually help you make a better career decision, and what did those experiences teach you about finding your niche?

Yes, definitely. Exploring different areas of law helped me understand my interests and strengths much better. After experiencing areas like litigation, corporate law, IPR and mediation, I became quite clear that mediation is my first choice, while IPR is another area that interests me strongly.

I also think that the process of exploring different fields was important because it allowed me to make a decision without any regrets. If I had chosen mediation without ever experiencing litigation or the other areas of law, I might always have wondered, “What if I had chosen litigation?” By actually trying and observing different fields, I was able to answer that question for myself.

For me, exploring was not a distraction from choosing a career; it was a part of the process of choosing one. It gave me the confidence that I was choosing mediation because I genuinely wanted to pursue it, and not simply because I had never explored the alternatives. In that sense, it left me with clarity as well as no regrets about the path I chose.

You eventually pursued an LL.M. in IPR as well as an MBA in Finance alongside your legal education. What motivated you to build this interdisciplinary profile, and how do these areas complement your work in dispute resolution?

I always wanted to have knowledge beyond just the legal side of things. I pursued IPR because it was one area of law that genuinely interested me, and I chose an MBA in Finance because I wanted to understand the business and financial side as well.

I feel both help me in dispute resolution because every dispute is not only about the law. There can be financial, business, intellectual property and even personal concerns involved. Understanding these different aspects helps me understand the parties and the dispute better and find a more practical solution.

Looking back at your law-school years, which internship or experience had the greatest influence on the professional direction you eventually chose?

The experience that had the biggest impact on my career path was my mediation training under Mr. A.J. Jawad. I was in my third year of law school when I underwent the training, and it gave me a lot of clarity about mediation and made me genuinely interested in the field.

After that, I started exploring mediation more seriously. I completed Sama’s ODR professional training and later got the opportunity to freelance with Sama during my fourth year. I worked with different mediators there, which gave me a lot of practical exposure and helped me understand the field better. 

My experience with Sama eventually led to another opportunity. One of the mediators I worked with recommended me to SettleWiseNow. I went through the interview process and got the opportunity to join them immediately after law school. Looking back, the training under Mr. A.J. Jawad and the practical experience I gained with Sama were really important turning points in my career.

You underwent formal 40-hour mediation training and subsequently pursued mediation advocacy and ODR training. What made you move from being interested in mediation to deliberately investing in it as a career?

When I did my mediation training in my third year, I was definitely interested in the field, but I was not sure how I could actually build a career in it. I was also not aware of the different kinds of opportunities available in mediation.

It was after I pursued ODR training that I got more clarity about the field and realised that there are actually many career opportunities in mediation and dispute resolution. I also realised that many law students are simply unaware that these opportunities exist. That was the point when my interest became more serious, and I started deliberately working towards building a career in mediation.

For a law student who has never participated in an actual mediation, what does a mediator or mediation professional really do beyond simply “helping parties settle”?

I think a mediator’s role is much more than just helping parties settle. Sometimes the actual issue is not even as big as it seems. It can be ego, anger, a misunderstanding, or simply the fact that the parties are not able to communicate with each other directly.

A mediator gives both parties a safe space to speak and makes sure that both sides are heard. They don’t decide who is right or wrong or impose a solution. They help the parties communicate, understand the real issues and explore possible solutions themselves.

So, I feel a mediator sometimes acts as a bridge between the parties. They help bring the conversation back when emotions or misunderstandings have made it difficult for the parties to talk to each other.

You currently manage mediation matters from intake and screening through consent, case allocation, mediator coordination, convening, documentation and settlement support. Which part of this process requires the greatest professional skill?

For me, the first step, which is the intake and initial call, requires a lot of professional skill because it is the first impression a party gets of the mediation institution. The way we speak, explain the process and handle their concerns can really affect whether they trust the process or not.

The next important part is getting the other party’s consent. Imagine someone randomly calling you and talking about your personal dispute. Naturally, you would question who they are and whether you can trust them, especially today when there are so many frauds happening. So, we have to communicate very professionally, clearly explain the process and build that trust.

I feel that if we are able to build trust at the beginning, it becomes much easier for the parties to come into the mediation process with an open mind.

What skills have you found to be most important in mediation—legal knowledge, listening, communication, emotional intelligence, negotiation, patience or something else?

For me, the most important skills in mediation are listening, communication, emotional intelligence and patience. A mediator needs to genuinely listen and understand what the parties are trying to communicate, because sometimes what they say on the surface may not be their actual concern.

Every person and every dispute is different. Parties can become very emotional, frustrated or even aggressive, especially during joint calls. In such situations, the mediator needs to remain calm, patient and neutral and handle the situation without allowing emotions to take over the process.

I believe these skills are what help a mediator build trust with the parties, understand the real concerns behind the dispute and create an environment where they feel comfortable communicating openly.

Your work with SAMA has given you hands-on experience managing mediation, arbitration and Lok Adalat matters through an ODR platform. How different is online dispute resolution from traditional, face-to-face dispute resolution?

I think both ODR and traditional face to face dispute resolution have their own advantages and challenges. ODR definitely saves time and makes the process more convenient. Parties can participate from different cities or even different countries without having to travel, which also saves the cost of travelling and accommodation. It also makes scheduling easier because parties do not always have to be physically present at the same place.

At the same time, I feel that communication can sometimes be more difficult online. Network issues, technical problems or even small communication gaps can affect the flow of a mediation. Personally, I also feel that when people are sitting in front of each other, it can sometimes be easier to build trust and understand their emotions and reactions.

So, I would not say that one is better than the other. It depends on the nature of the dispute, the parties and what works best for them.

What opportunities do you see emerging for young lawyers in ODR as technology increasingly becomes part of the dispute-resolution ecosystem?

Yes, I think ODR is creating wonderful opportunities for young lawyers. One of the best ways to start is by working as a case manager. As a case manager, you get practical exposure to the entire process and, importantly, the opportunity to observe different mediations conducted by different mediators.

Every mediator has their own style of communicating, managing emotions and handling a dispute. Observing different mediators helps young lawyers learn from these different approaches. With experience, they can then move towards being co mediators in cases and gradually take on more mediation matters themselves.

I also feel that completing a 40 hour mediation training does not mean you immediately start getting mediation cases. Practical exposure is equally important, and working as a case manager in ODR can be a very good starting point for building that experience.

Does working in ODR require lawyers to develop skills beyond traditional legal training—such as technology literacy, digital communication, process management and virtual client handling?

Yes, definitely. Working in ODR requires skills beyond what we normally learn in law school because almost everything is managed digitally. You need to know how to schedule and manage Zoom calls, handle microphones, cameras, hosts and co hosts, maintain records and work with Excel sheets and different digital platforms.

You also have to manage documents such as the Agreement to Mediate, mediation briefs and other case related documents, which are usually shared and maintained online. Along with that, there is regular communication through emails and WhatsApp, so you need to be organised and careful with records.

You also need to know how to handle practical issues like network problems, technical difficulties during sessions and communication with clients. So, I feel that technology literacy and process management are very important in ODR. You do not have to be a technology expert, but you should be comfortable managing these digital processes because they are a major part of the work.

You are also pursuing a PG Diploma in Computer Applications. Do you think technology literacy will become an essential skill for ADR professionals, and how can law students start developing it?

Yes, definitely. I think technology literacy will become an essential skill for ADR professionals, especially because so much of the work is becoming digital.

Even my PG Diploma in Computer Applications has helped me in my day to day work. I have learnt how to use Excel more effectively, maintain Word documents, use shortcuts that save time, and create clear and well organised material through tools like Canva. These things may seem small, but they make the work much easier and more efficient.

I think law students can start by becoming comfortable with the technology they use regularly. They can learn Excel, Word, presentation tools, online meeting platforms and basic digital record management. They don’t need to become technical experts, but they should know how to use technology efficiently because it can save time and make their professional work much smoother.

Your experience involves acting as a bridge between parties and mediators and guiding parties through the ODR process with empathy and clarity. What have these experiences taught you about dealing with people during emotionally difficult disputes?

These experiences have made me more patient, empathetic and understanding. People respond to difficult situations differently. Some become emotional, some frustrated and sometimes even angry. I have learnt to listen patiently, even when someone repeats the same things because they are stressed or overwhelmed.

It has also improved my communication skills because I have learnt that you cannot deal with everyone in the same way. You have to understand the person and the situation and communicate accordingly. Most importantly, I have learnt to listen without judging and give people the space to express themselves.

You have also worked on family-law matters involving divorce, alimony and client counselling. How different is communicating with clients in emotionally sensitive disputes compared with dealing with more conventional legal matters?

It is completely different. In matrimonial disputes, it is not simply about alimony, property or one particular issue. It involves two people who have shared a life together, and often their families and children are also affected. So, there are many emotions involved.

Sometimes clients share very personal and difficult experiences, and while listening to them, you can also feel emotionally affected. That is why I believe a mediator or case manager needs to be empathetic but also emotionally strong. We need to understand what the person is going through without becoming so personally involved that we start carrying their emotions with us.

I feel that in such matters, the way you communicate matters a lot. You need to be patient, sensitive and careful with your words because you are dealing with people during one of the most difficult phases of their lives.

Can legal professionals actually learn empathy and active listening, or are these qualities primarily personality-driven? What helped you develop them?

I definitely believe that empathy and active listening can be learned. Some people may naturally be more empathetic, but these are skills that can be developed with experience.

I was always an empathetic person, but I realised that my active listening could be better. While working with different people and cases, I consciously worked on it. I learnt to listen without interrupting, judging or immediately telling someone what they should do.

I also started making notes, putting things into bullet points and summarising what the person had said by asking, “If I have understood you correctly, you are saying this.” It helped me understand people better and, at the same time, made them feel that they were genuinely being heard.

You have already had opportunities to judge national and international mediation, client counselling and moot competitions and coordinate VMAC 2026. How can young professionals create such opportunities for themselves before they have years of experience?

I strongly believe LinkedIn is a great platform for creating opportunities, especially early in your career. Start writing about small topics related to your field and share your experiences. It helps people understand what you are interested in and what you are working towards.

I would also say, grab every opportunity you get. Sometimes we think, “This is a small opportunity,” “This is unpaid,” or “This is not a big enough opportunity.” But every experience adds something to your journey. Even today, if I get an opportunity to volunteer or contribute somewhere, I try to take it if I can.

For me, LinkedIn has been a very useful platform through which I have received opportunities to judge national and international mediation, client counselling and moot competitions and explore many other professional opportunities.

Young professionals should keep their profiles updated, follow people from their field and keep putting themselves out there. There is a lot of competition in the market, so sometimes you have to create opportunities rather than simply wait for them.

You have also been involved in university lectures, career-in-mediation sessions, academic collaborations and the development of case-management training. How important is it for an emerging professional to contribute to the wider professional community rather than focusing only on their own job?

I think it is really important for young professionals to contribute beyond their regular job. It gives you visibility and helps more people know about your work and interests. When you take part in lectures, training sessions, collaborations or other professional activities, people see that you are actively involved in your field.

It also creates an impression that you are ambitious and willing to learn and contribute, rather than focusing only on your job. At the same time, these activities give you opportunities to meet different people, learn from them and build meaningful professional connections.

Your profile includes a large number of courses and certifications—from POSH and medical law to matrimonial drafting, IPR, contract drafting and ODR. How should students decide which certifications are genuinely worth pursuing and which may simply add lines to a CV?

I think students should not do certifications just to add more certificates to their CV. Before taking a course, they should ask themselves, “Will this actually help me in the field I want to pursue?”

They should also look at what opportunities the training can create after completing it. Will it give them practical exposure, help them connect with professionals, provide further opportunities or actually help them enter that field? These things are important to consider.

For me, a good certification is one that gives you useful knowledge, develops a skill and creates some practical value. It is better to have a few meaningful certifications that you can actually apply than to collect certificates just for the sake of having them.

If a law student told you, “I am interested in mediation but I don't know how to turn that interest into a career,” what practical roadmap would you recommend—from law school internships and training to gaining actual case exposure?

I would suggest students first get into the ODR field because it is growing rapidly with technology and can give them an accessible way to start building experience. Instead of immediately spending a lot on travelling to different cities for offline opportunities, they can start with case manager training and work as a case manager.

As a case manager, they can understand how cases are handled and observe different mediators. With experience, they can move towards co mediation and eventually start mediating on ODR platforms.

I would also suggest not leaving any opportunity just because it is unpaid or seems small. Whether it is a volunteer opportunity, an internship or assisting with an ADR or ODR activity, every experience teaches you something and helps you build your profile.

At the same time, keep your LinkedIn profile updated and regularly share what you are learning and doing in the field. It helps you build visibility and connect with people who may open new opportunities for you.

The important thing is to start somewhere, keep learning and build experience step by step. You cannot expect to become a mediator simply by completing one training. Practical exposure is equally important.

Finally, you have built your career by continuously exploring, learning and then specialising. What would you say to budding legal professionals who are still unsure of their path and feel that they need to have their entire career figured out while they are still in law school?

I would say that you do not need to have your entire career figured out while you are still in law school. Do not leave any chance to explore what you actually want to do in life. Try different areas, take opportunities and give yourself the freedom to discover what works for you.

There is also no right time to start. You can start over again and again, and there is nothing wrong with that. Do not be afraid of falling or of things not working out. If you are not getting an opportunity today, keep trying. Sometimes opportunities take time, and you need to have patience.

Most importantly, do not lose hope. Keep learning, keep exploring and keep putting yourself out there. You never know which opportunity can change the direction of your career.