Glenn2010

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Glenn2010
BibType ARTICLE
Key Glenn2010
Author(s) Phillip Glenn
Title A mediator's dilemma: acknowledging or disregarding stance displays
Editor(s)
Tag(s) mediation, stance, empathy, neutrality, formulations, conversation analysis
Publisher
Year 2010
Language
City
Month
Journal Negotiation Journal
Volume 26
Number 2
Pages 155–162
URL Link
DOI 10.1111/j.1571-9979.2010.00263.x
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

Mediators must strike a balance. On the one hand, they must direct participants' talk toward possible agreement. On the other hand, they must be sensitive and responsive to participants' evident stance (including affect and point of view) toward what is happening. In a case study of a videotaped, actual small claims court mediation session, several moments in which these competing constraints appear evident in the talk are analyzed. One participant (the landlord in a housing dispute) provides repeated indicators of his stance. The mediator disregards several of these. Finally, in a private caucus session, he acknowledges the landlord's stance. Understanding how talk works in such moments can help mediators respond sensitively to participants while maintaining impartiality and guiding the mediation process.

Notes