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How Mediation Works
Resolving Conflict Through Talk

Part of Studies in Interactional Sociolinguistics

  • Date Published: September 2019
  • availability: In stock
  • format: Hardback
  • isbn: 9781107024274


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About the Authors
  • Using conversation analysis to study the interaction between mediators and disputants, this study shows how mediation is used to resolve conflict in small claims and divorce mediation sessions. Angela Garcia explores the techniques mediators use to help disputants tell their stories, make and respond to complaints and accusations, and come up with ideas for resolving the dispute. By analyzing these techniques in their interactional context, she shows how they impact the experience and responses of disputants, and demonstrates that mediator techniques can empower disputants, maximize disputant autonomy, and display mediator's neutrality while in some cases, the organization of talk in mediation may work against these goals. This book is the first to use conversation analysis to study how mediation works and how mediators can best help disputants.

    • Uses excerpts from over forty real-life divorce and small claims mediation sessions
    • Provides an in-depth study of the interactional procedures used to conduct mediation
    • Useful to mediation practitioners wanting to learn mediation techniques more effectively
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    Product details

    • Date Published: September 2019
    • format: Hardback
    • isbn: 9781107024274
    • length: 284 pages
    • dimensions: 235 x 156 x 17 mm
    • weight: 0.58kg
    • availability: In stock
  • Table of Contents

    1. Introduction – approaches to mediation
    2. The interactional organization of mediation
    3. Minimizing and managing argumentative talk in mediation
    4. Disputants' opening statements and persuasive arguments in mediation
    5. Mediator representation of disputants' positions
    6. Soliciting proposals for resolution of the dispute
    7. Producing ideas for resolution of the dispute
    8. Mediator teamwork
    9. Autonomy, empowerment, and neutrality in divorce and small claims mediation.

  • Author

    Angela Cora Garcia, Bentley University, Massachusetts
    Angela Cora Garcia is a Professor of Sociology at Bentley University, Massachusetts. She conducts conversation analytic research on mediation, emergency phone calls to the police, computer mediated communication, air traffic communication, and political interviews and speeches. She is author of An Introduction to Interaction: Understanding Talk in Formal and Informal Settings (2013).

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