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Dealing with Resistance in Initial Intake and Inquiry Calls to Mediation: The Power of “Willing”
Author(s) -
Sikveland Rein,
Stokoe Elizabeth
Publication year - 2016
Publication title -
conflict resolution quarterly
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.323
H-Index - 21
eISSN - 1541-1508
pISSN - 1536-5581
DOI - 10.1002/crq.21157
Subject(s) - mediation , conversation , set (abstract data type) , resistance (ecology) , conversation analysis , power (physics) , psychology , order (exchange) , social psychology , public relations , sociology , computer science , political science , business , communication , social science , ecology , physics , finance , quantum mechanics , biology , programming language
This article explores how to best deal with resistance during and beyond initial encounters with prospective mediation clients. The study is based on a large data set of intake calls to community and family mediation services in the United Kingdom. Using conversation analytic techniques, we studied instances where call takers invited prospective clients to make a first appointment. We found that questions or proposals addressing whether the caller would be willing to mediate generated stronger agreement from the caller than when other formats were used. We discuss how to best establish effective practice in order to develop better training for mediators.