Sikveland Stokoe CRQ 2015 IR version.pdf (431.52 kB)

Dealing with resistance in initial intake and inquiry calls to mediation: the power of ‘willing’

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journal contribution
posted on 08.01.2016, 12:05 by Rein Sikveland, Elizabeth Stokoe
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 dataset of intake calls to community and family mediation services in the UK. 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.

History

School

  • Social Sciences

Department

  • Communication, Media, Social and Policy Studies

Published in

Conflict Resolution Quarterly

Citation

SIKVELAND, R.O. and STOKOE, E., 2016. Dealing with resistance in initial intake and inquiry calls to mediation: the power of ‘willing’. Conflict Resolution Quarterly, 33(3), pp.235-254.

Publisher

© Wiley

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Publication date

2016

Notes

This is the peer reviewed version of the following article: SIKVELAND, R.O. and STOKOE, E., 2016. Dealing with resistance in initial intake and inquiry calls to mediation: the power of ‘willing’. Conflict Resolution Quarterly, 33(3), pp.235-254, which has been published in final form at http://dx.doi.org/10.1002/crq.21157. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving.

ISSN

1541-1508

Language

en

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