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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/19979

Title: Dealing with resistance in initial intake and inquiry calls to mediation: the power of ‘willing’
Authors: Sikveland, Rein O.
Stokoe, Elizabeth
Issue Date: 2016
Publisher: © Wiley
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.
Abstract: 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.
Description: 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.
Version: Accepted for publication
DOI: 10.1002/crq.21157
URI: https://dspace.lboro.ac.uk/2134/19979
Publisher Link: http://dx.doi.org/10.1002/crq.21157
ISSN: 1541-1508
Appears in Collections:Published Articles (Communication, Media, Social and Policy Studies)

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