Anzeige
Erschienen in:
2016 | OriginalPaper | Buchkapitel
5. Mediation Techniques
verfasst von : Stephan Proksch
Erschienen in: Conflict Management
Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.
Wählen Sie Textabschnitte aus um mit Künstlicher Intelligenz passenden Patente zu finden. powered by
Markieren Sie Textabschnitte, um KI-gestützt weitere passende Inhalte zu finden. powered by
Abstract
This chapter describes the mechanisms which lead to conflict escalations and the forms of communication that contribute to them. I also explain which techniques you can, on the other hand, use to defuse conflicts: paraphrasing, active listening, I-messages, meta-dialogue, goal orientation, feedback, change of perspective and reformulation. I describe the characteristics of these techniques and explain when they can be employed. In the process, I distinguish between non-transformative and transformative techniques. To conclude, I describe an important prerequisite for correct utilisation of the techniques: emotional intelligence.